Methods and apparatus for intelligent selection of goods and services in telephonic and electronic commerce

ABSTRACT

The invention provides methods, systems, and computer readable media of performing account acquisitions while associating pending transactions with applications for such accounts. One embodiment includes obtaining transaction information for preliminary transaction(s) by which a customer orders goods and/or services, proposing one or more additional transactions relating to goods and/or services to the customer, along with new accounts to pay for such preliminary or additional transactions, and associating the preliminary or additional transactions is with the new account application as pending transactions. Finally, the method can include requesting approval of the new application, with the transaction for goods/services associated with the application in a pending status. In another embodiment, a method includes receiving and approving an application for a new account, evaluating whether one or more pending transactions are associated with the new account or the application for the same, with the pending transaction(s) having been proposed before the application was approved.

CROSS-REFERENCE TO RELATED PATENTS/APPLICATIONS

This application is a continuation-in-part of and claims priority frompending U.S. patent application Ser. No. 10/335,060, filed on Dec. 31,2002 entitled “Methods and Apparatus for Intelligent Selection of Goodsand Services in Telephonic and Electronic Commerce.” Further, thisapplication is related to co-pending U.S. patent application Ser. Nos.09/505,619, 09/691,392, 09/907,724 and 11/022,312, each of which havethe same title as the above issued patent, and which have the respectivefiling dates of Feb. 16, 2000, Oct. 17, 2000, Jul. 17, 2001 and Dec. 22,2004. This application is also related to patent application Ser. No.11/368,269, entitled “Methods and Apparatus for Intelligent Selection ofGoods and Services in Telephonic and Electronic Commerce,” which isfiled on even date herewith. The contents of each of these applicationsare incorporated in their entireties herein by this reference, as ifreproduced herein verbatim.

FIELD OF THE INVENTION

Methods and apparatus are provided for effecting commercial transactionsat remote locations over communication networks, especially telephonicand electronic commerce transactions. More specifically, the inventionsrelate to telemarketing and electronic commerce systems, and especiallythe intelligent product and service selection for proffer to a customer.Most particularly, they relate to the selection and offering of anupsell transaction, namely, where the product or service offered differsmaterially from the product or service for which the contact was made.

BACKGROUND OF THE INVENTION

Telemarketing is a well-known form of remote commerce, that is, commercewherein the person making the sale or taking the sales data is not inthe actual physical presence of the potential purchaser or customer. Ingeneral operation, a prospective purchaser typically calls a toll-freetelephone number, such as an 800 number. The number dialed is associatedby the carrier as being associated with the telemarketer, and the dialednumber, typically taken automatically from the carrier (long distance)through use of the dialed number identification service (DNIS), isutilized to effect a database access resulting in a “screen pop” of ascript on a terminal for the telemarketer. In this way, when aprospective purchaser calls a given telephone number, a telemarketingoperator may immediately respond with a script keyed to the goods orservices offered. The response may be at various levels of specificity,ranging from a proffer of a single product, e.g., a particular audiorecording, or may be for various categories of goods or services, e.g.,where the dialed number is responded to on behalf of an entire supplier.Typically, the prospective purchaser is responding to an advertisementor other solicitation, such as a mail order catalog or the like, fromwhich the telephone number is obtained.

In a typical telemarketing application, the item for which the callermakes initial contact is the item which is ordered by the customer. Incertain instances, attempts are made to sell other goods or servicesdirectly related to the product for which contact was made. For example,if the initial contact was for audio recordings from a given singer, theadditional offer may relate to yet further recordings from that samesinger. Typically, the correlation between the products offered ispredefined, and does not vary depending on the caller.

More generally, the term electronic commerce has been utilized in abroad and evolving manner for remote commerce where at least a portionof the customer-to-seller contact is in electronic form. For example,various forms of electronic on-line shopping services exist. Proprietarycontent providers in a dial-up content or private networks, such asAmerica Online (AOL), CompuServe and Prodigy, offer various electroniccommerce shopping services themselves and access to shopping services byother vendors. Yet other electronic commerce is conducted on publiclyavailable electronic communication networks, such as the Internet whichmay be accessed through private networks such as AOL or alternativelythrough access providers such as Earthlink, AT&T WorldNet®, Netcom, orPSI Net. Currently, many Internet based electronic commerce tradingsites exist, are interconnected by the Worldwide Web (WWW).

In certain applications, electronic shopping malls are provided, whereinthe potential customer is provided access to a menu or other selectionof categories of goods and services. Typically, through the use of amenu-driven selection process, the potential customer may locate adesired good or service, or may be presented with information on thegoods or services which are available, though not specifically known tothe potential customer. By way of example, the menu-based selectionsystem may initially provide the customer with the option forinformation regarding car purchases, which when selected, presentsoptions regarding makes of cars, which when selected, provides modelinformation regarding cars of a selected model, which in turn thenprovides information regarding the selected model, and in certainapplications, may then lead to price and the ability data, as well asthe ability to indicate a desire to purchase the vehicle or to becontacted regarding it. Various search systems or search engines existwhich receive a user's input or search terms, which hopefully provideone or more responses or “hits” identifying potential sources ofinformation regarding goods and services.

One form of offer of goods or services in the realm of electroniccommerce are the so-called “push” systems. Typically, a user of asystem, such as an on-line information provider, e.g., AOL, or acontinuous information provider such as PointCast Network, will “push” aproduct or service at the user of the system, even though the contactwith the system was not necessarily for the purpose of any commercialtransaction. Typically, the pushed good or service is provided in anon-targeted manner, that is, wherein the proffer is made to many usersirrespective of differences between the users.

The use of telephonic systems to effect commercial transactions is nowwell known. For example, in Katz U.S. Pat. No. 4,792,968, filed Feb. 24,1987, and issued Dec. 20, 1988, entitled “Statistical Analysis Systemfor Use With Public Communication Facility”, an interactive telephonesystem for merchandising is disclosed. In one aspect of the disclosure,a caller may interact with an interactive voice response (IVR or ARU)system to effectuate a commercial transaction. For example, the callermay be prompted to identify themselves, such as through entry of acustomer number as it may appear on a mail order catalog. In aninteractive manner, the caller may be prompted to enter an item numberfor purchase, utilizing an item number designation from the catalog orotherwise interact with the system to identify the good or servicedesired. Provision is made for user entry of payment information, suchas the entry of a credit card number and type identifier, e.g., VISA,American Express, etc. Options are provided for voice recording ofcertain information, such as name, address, etc., which is recorded forlater processing, or in certain modes of operation, connecting thecustomer to a live operator for assistance.

In the non-electronic realm, targeted marketing has been utilized insales efforts. By way of example, targeted marketing such as the mailingor delivery of coupons to potential customers has been made. In certainapplications, the selection of customers for receipt of the coupons orother forms of inducement may be based on various factors, such asgeographic factors (zip code, zip code plus four, that is the finest zipcode based granularity), demographic data, suspected socioeconomicstatus, or other factors. In yet other applications, targeted marketingis effected through inclusion in specific magazines of selectedadvertisements or other inducements for perceived segments ofsubscribers of the periodical.

More recent applications for electronic commerce are described in KatzPCT Publication No. WO94/21084, entitled “Interactive System forTelephone and Video Communication Including Capabilities for RemoteMonitoring”, published Sep. 15, 1994. In certain aspects, theapplication provides systems and methods for conduct of electroniccommerce over communication networks, such as through the accessing ofsuch resources via an on-line computer service, wherein the commercialtransaction may be effected including some or all of dynamic video,audio and text data. Optionally, the system contemplates the interchangeof electronic commerce commercial data, e.g., electronic datainterchange (EDI) data, where on-line computer services are used by atleast certain of the potential purchasers to interface the system, suchas is used to access the Internet.

Various point-of-sale product inducement systems have been proposed.While many of the systems use electronics for their implementation, theydo not serve to provide remote commerce. Most typically, the primaryapplication for point-of-sale inducement systems are grocery store,coupon targeting systems. For example, Deaton et al., U.S. Pat. No.5,592,560 is entitled “Method and System for Building a Database andPerforming Marketing Based Upon Prior Shopping History”. The patentdiscloses a system principally for use in a supermarket. A checkverification database is utilized, which includes a scanner to scan thecheck to obtain identification information. The identificationinformation is used along with historical information regarding theconsumer to dispense a sales promotion at the point of sale to thecustomers who meet predetermined product purchasing history criteria.Various aspects of promotion are provided. For example, a frequentpurchaser who is deemed a “good” customer may be rewarded with certaintypes of coupons. In one aspect, a targeted marketing feature includes“dissemination of point-of-sale coupons and direct mail coupons basedupon scanned data”. In this embodiment, information regarding acustomer's purchases, such as obtained via the barcode scanner, isreviewed to determine what types of goods the consumer has notpurchased, and then attempts to induce them to purchase goods in thosedifferent lines. The text provides in pertinent part: “The technique . .. detects whether or not items have been purchased from the meatdepartment, dairy department or deli. Based upon data stored within thecomputer, the decision is then made as to whether to award a coupon andwhat type of coupon to award. For example, if the data illustrates thatover a period of time a shopper shows a consistent failure to shop atthe delicatessen, then when the customer's check identification isscanned into the check reader 119, the processor 110 pulls up thecustomer's history and generates a coupon to induce the customer to shopat the delicatessen the next time the customer shops. This inducing canbe done by providing the customer with a very high valued coupon usedonly for deli shopping.” (column 67, line 64 to column 68, line 10).This system is attempting to sell on the customers next visit an itemoutside of the scope of their purchases.

Deaton et al. U.S. Pat. No. 5,638,457 is entitled “Method and System forBuilding a Database for Use with Selective Incentive Marketing inResponse to Customer Shopping Histories”. The system is used forentering a customer's identification code, and includes a memory forstoring the previous transaction information and a processor forawarding at a point-of-sale occasion incentive signals representative of“specific customer's dollar volume histories prior to the current visit,said inventive signals having different values in dependence upondifferent volume histories”. A printer is then used to print out coupons“redeemable at a future time in order to incent said customer to returnto the retail store”.

Deaton et al. U.S. Pat. No. 5,201,010 is entitled “Method and System forBuilding a Database and Performing Marketing Based Upon Prior ShoppingHistory”. The patent discloses the use of a database, which is reviewedto determine a list of customers who have not shopped at the store sincea preselected date. Those persons are then singled out for marketing inan effort to induce them to return to the store. Deaton et al. U.S. Pat.No. 5,327,508 is entitled “Method and System for Building a Database andPerforming Marketing Based Upon Prior Shopping History”. The patentdiscloses a system for utilizing a check reader for identification of acustomer, barcode reader for detecting UPC's and then circuitry fordetermining “predetermined infrequent product purchasing historycriteria”, which when met, are used to incent the customer to purchasethose items deemed infrequently purchased.

Deaton et al. U.S. Pat. No. 5,621,812 is entitled “Method and System forBuilding a Database for Use With Selective Incentive Marketing inResponse to Customer Shopping Histories”. It claims a system including acoupon printer for dispensing sales promotion material, “said salespromotion being efficiently directed towards only the class of saidcustomers who meet predetermined shopping history criteria”.

Deaton et al. U.S. Pat. No. 5,649,114 is entitled “Method and System forSelective Incentive Point-of-Sale Marketing in Response to CustomerShopping Histories”. The patent includes disclosure relating to variousforms of identification, such as from a magnetic stripe on a swipeshopping card, a “smart” card or manual input. The system alsocontemplates in one embodiment “electronic coupons”, such as may bestored on a “smart” card. In yet another aspect, the disclosure relatesto providing incentives, and then monitoring and recording the responseto the incentive. The incentives are then modified based upon either thesuccess or failure criteria. (FIG. 43). In yet another aspect, thesystem maintains an “incentive list” for a customer based upon a subsetof products that meet a preselected purchasing criteria. (FIG. 46).Targeted marketing may be provided based upon the types of productsbought by the purchaser or the department in the store from which theproducts were bought. (column 98, lines 22-26). In one aspect, theincentive items varies based upon knowledge of the consumer, such as thedollar volume spent per week on items. For example, a $2 off coupon maybe a strong incentive for a customer who spends $25 a week, but a lesssignificant incentive for a customer who spends $250 a week.

DeLapa et al. U.S. Pat. No. 5,353,218 is entitled “Focused CouponSystem”. The disclosure relates generally to merchandising systems andmore particularly to systems for generating and redeeming productdiscount coupons. The system is said expressly to be “a focused couponsystem . . . which is non discriminatory as to consumer income orminority status and which invites participation by any and allconsumers, with consumers being removed from the system only uponprolonged non-use”. The purported novelty resides in the inclusion ofboth identification and coupon information in one bar code, such thatthe combined information may be read by a single pass over aconventional scanning unit. An initial set of coupons is supplied to acustomer. Upon use of at least one of those coupons, a second set may beselected, wherein the second set includes “at least one coupon selectedas a function of the coupons the consumer used”. The specificationstates that: “Other consumption related information pertaining to theconsumer may be combined with the history of coupon use in order toselect coupons to transmit to the customer. This additional informationmay be obtained by a telephone interview with the consumer or by theconsumer completing a survey of questions.” (column 3, lines 37-43). Theselection of coupons or value may be based on various factors, such asproviding a relatively larger coupon for a non-customer, or to target aparticular department which had not been utilized by the consumer. (See,e.g., column 5, lines 25-37). A consumer profile database is generated,whether by obtaining data from a survey filled out by the consumer or bya telemarketer prompting the consumer to respond to questions. (See,e.g., column 9, lines 6-26).

Humble U.S. Pat. No. 4,825,045 is entitled “System and Method forCheck-Out Counter Product Promotion”. A point-of-sale scanner utilizesUPC data to generate a promotion, such as the generation in provision ofa coupon to a purchaser.

Schultz et al. U.S. Pat. No. 5,056,019 is entitled “Automated PurchaseReward Accounting System and Method”. The Schultz reference relates to areward based system which utilizes a scanning system for inputtingidentification and purchase information. A reward book identifyingrequired purchases is provided. Periodic status reports may be providedto potential customers.

Clarke U.S. Pat. No. 5,502,636 is entitled “Personalized CouponGenerating and Processing System”. The system generates and processespersonalized coupons. The system advises the customers of availablecoupons for predefined products. Customers advise the system of specificdesired coupons. Additionally, the system obtains profile informationfrom the responsive consumers. Redemption of coupons is monitored, andthe redemption data may be used to validate original consumer responsesand to provide future market research opportunities such as pollingresponsive customers and to enhance specific coupon databases.

Tai U.S. Pat. No. 4,908,761 is entitled “System for Identifying HeavyProduct Purchasers Who Regularly Use Manufacturers' Purchase Incentivesand Predicting Consumer Promotional Behavior Response Patterns”.Consumers are provided with coupons and “encoding devices”, which arepeelable, adhesive backed stickers having a barcode identifying thecustomer. The coupon preferably includes information regarding the itempurchased, such as particular goods, price and size. That information iscompiled and used in the next integration of the sending of coupons. Aninitial list of potential customers of the most likely heaviestpurchasers is based on a “geo-demographic lifestyle segmentation”.(column 4, lines 49-51). The demographic segmentation includescharacteristics such as income, profession, sex and age. (column 4,lines 54-55). Fifty homogeneous “clusters” or “segments” of types aredeveloped, and then the neighborhoods throughout the United States areassociated with a single cluster. Coupons are then distributed and theredemption monitored through the scanning of the encoding device whichincludes the identification information.

Off et al. U.S. Pat. Nos. 4,910,672, 5,612,868 and 5,173,851 areentitled “Method and Apparatus for Dispensing Discount Coupons” and“Method and Apparatus for Dispensing Discount Coupons in Response to thePurchase of One or More Products”. A discount coupon is provided at apoint-of-sale terminal. In one embodiment, the system issues“multiple-trigger” coupons, where the purchase of multiple products of agiven type within a category triggers a coupon. Another embodimentprints a “negative” coupon in response to the failure of the customer topurchase a selected trigger item. A third category is a “log-only”operation and a fourth aspect serves to generate an instantly redeemablediscount in response to purchases.

The foregoing coupon dispensing systems, by failing to intelligentlyanalyze the available data as to items actually purchased, may generateproposed coupon which are precisely wrong for a customer. For example,rather than attempting to discern that this customer may be a vegetarianbased upon the purchases actually made (as indicated, by, e.g., anabsence of purchases in the meat department), this system may attempt tosell “hamburgers to Hindus”, a useless, if not offensive, effort.

Various systems have been proposed which seek to measure potentialcustomer interest, or provide simple rules for product selection. Forexample, Cragun et al. (IBM) U.S. Pat. No. 5,504,675 is entitled “Methodand Apparatus for Automatic Selection and Presentation of SalesPromotion Programs”. A sales promotion program is dynamically selectedthrough use of a neural network depending on factors such as theproximity of a person to the display, number of persons responding tothe general attract loop and responses to the specific loop programs.The network can be retrained at regular intervals or in response tosales data or changes in the collected data. See, also, Bezus, U.S. Pat.No. 5,715,399, entitled “Secure Method and System for Communicating AList of Credit Card Numbers Over A Non-Secure Networks”.

Hey U.S. Pat. No. 4,996,642 is entitled “System and Method forRecommending Items” and U.S. Pat. No. 4,870,579 is entitled “System andMethod of Predicting Subjective Reactions”. The Hey patents disclose asystem and method of selectively recommending to a user items such asmovies sampled by one or more users in the group but not sampled by theselected user. The recommendation is based in part upon the user'spreviously sampled items and preferably upon the availability of theitem to be recommended. By way of example, a system for recommending avideo may be based upon the user's reaction to a movie previouslywatched, and a positive relationship between that movie and the movie tobe recommended, as well as availability of the video.

Various implementations of hardware systems for effecting electroniccommerce having been proposed. For example, Chelliah, et al.(Broadvision), U.S. Pat. No. 5,710,887, entitled “Computer System andMethod for Electronic Commerce”, incorporated herein by reference,describes one hardware implementation possibly useable for effectingelectronic commerce. Numerous other systems to effect functionalitiesare known to the art.

Mueller et al. U.S. Pat. No. 5,353,219 is entitled “Suggestive Sellingin a Customer Self-Ordering System”. A retail store based, touch screensystem is used for direct entry by customers of orders. A suggestiveselling subroutine displays a screen suggesting items from a primarycategory in the event that items have not been selected by the customerfrom a primary category. For example, on a fast food restaurant touchscreen order entry system, if the customer has not ordered a drink, butthe system otherwise understood that the customer had finished the orderentry, would prompt the customer with a display “would you like . . . arefreshing drink?”.

Atcheson et al. U.S. Pat. No. 5,583,763 is entitled “Method andApparatus for Recommending Selections Based on Preferences in aMulti-User System”. The system determines selections which a user is“likely to be interested in”. This determination is made based upon theuser's prior indicated preferences. Various user entered preferences arecompared with entries of other users, and users are paired where thereare a large number of overlaps in the indicated preferences. Therecommended selections are then based upon the as yet nonmatchingentries from the paired users.

Johnson U.S. Pat. No. 5,615,342 is entitled “Electronic ProposalPreparation System” and U.S. Pat. No. 5,625,776 is entitled “ElectronicProposal Preparation System for Selling Computer Equipment and CopyMachines”. A display provides product information from which theApplicant selects. Based upon the answers, a customized salespresentation is generated. The system selects information from a varietyof sources, such as current pricing information and current productinformation. A personalized proposal is thereby created.

Suzuki U.S. Pat. No. 5,053,957 is entitled “Electronic Cash RegisterHaving Discount Prices Select by Customer Level”. An electronic cashregister receives as input an indication of a “customer level” which isused to select a price for a specified good. The various customer levelsmay include differentiations based upon whether the customer is anemployee, stockholder or the like.

Suda U.S. Pat. No. 5,481,094 is entitled “Point-of-Sale Terminal”. Apoint-of-sale terminal provides a “package” discount with respect tocommodities previously purchased. A scanner monitors items selected anddetermines whether the package of goods has been purchased. A packagemay comprise a bundle of goods, such as specified cookies, candies andchocolate or may be in a pair match arrangement, such as a bottle ofshampoo and conditioner. Discount prices are then provided if the batchor pair exists within the selected items.

Lockwood U.S. Pat. No. 5,576,951 is entitled “Automated Sales andServices System”. A system composes individualized sales presentationsfor a prospective customer created from various textual and graphicalinformation data sources to match the customer profile. The salespresentations are composed based upon, among others, customer profileinformation, and sales agent assessment data.

Walker PCT Publication WO 98/43149 is entitled “Method and System forProcessing Supplementary Product Sales at a Point-of-Sale (POS)Terminal”. A POS terminal determines an upsell (as defined therein) tooffer in exchange for the change due to a customer in connection with apurchase. Preferably, the POS terminal maintains a database of at leastone upsell price in a corresponding upsell to offer a customer inexchange for the change due to the customer. If the customer accepts theupsell, the cashier presses a select button on the terminal. Therequired payment amount for the customer is then set to the rounded upprice. The customer receives the upsell in exchange for the coins due tothe customer.

Various financial websites exist which typically permit individual usersto access personal account information, typically requiring two items ofidentification for entry, such as a social security number or customeridentification number and password. Typically, in addition to theprovision of financial information, such systems permit on-line tradingof financial instruments. In one such system, sponsored by FidelityInvestments, denominated WebExpress, a user may provide specificinstructions for transactions. If desired, the website may be used,through a hyperlink arrangement, to access further information onfinancial instruments, such as prospectus information or otherhistorical information. Additionally, the system includes a mutual fundevaluator in which the user is presented with a series of questionsrelating to specific parameters, such as to the type of fund in whichthe user is interested, e.g., a growth fund, a growth and income fund .. . , and some measure of their risk averseness. Based upon the user'sresponses, the system lists various funds deemed to meet those searchcriteria. However, the system does not provide specific recommendationsor optimize the results, but rather, merely lists funds responsive tothe criteria selected by the user. Schwab, another financial servicesprovider, also includes an asset allocation module accessible by itswebsite. User entry of information in response to questions (e.g.,user's age, years to retirement, risk tolerance, financial goals) isthen used to provide a recommended asset allocation, but not specificfinancial instruments.

Various web-based electronic systems exist wherein some form of itemrecommendation may be made to the potential purchaser on the user'srequest. The on-line bookstore AMAZON.COM includes a “RecommendationCenter”, which is selected as one option by the user. An “instantrecommendations” feature makes recommendations based on the user's pastpurchases at AMAZON.COM. The BookMatcher permits user entry of authorsand book type (e.g., histories, mysteries) and to indicate whether theylike them or dislike them, and the MoodMatcher permits user entry ofoccasions, whereupon recommendations are made. The Customer Buzz featureidentifies titles other customers have reviewed in the greatest numberand with the greatest passion. Finally, the “if you like this author . .. ” feature permits user entry of author identity, and the systemsuggests another believed to be of interest to the user. While notconceded to be prior art, Amazon.com, Inc. has been issued U.S. Pat. No.6,064,980, entitled “System and Methods for CollaborativeRecommendations”.

Various data mining or collaborative filtering systems exist. Forexample, U.S. Pat. No. 5,970,482 entitled “System for Data Mining UsingNeuroagents” discloses a system in which an automated and unified datamining system is provided for the stated purpose of providing anexplicitly predictive knowledge model. Another patent stated to disclosean electronic information system for determining predictive utility ofprediction techniques in ascertaining which items are valued is U.S.Pat. No. 5,842,199, entitled “System, Method and Article of Manufacturefor Using Receiver Operating Curve to Evaluate Predictive Utility”.

Yet another deficiency of certain of the prior art systems is in theirfailure to incentivise the potential customer in real time. Often times,the best time to offer incentives or alternatives for purchases when thecustomer has already manifested a desire or interest to purchase.Despite the efforts made over a significant period, an effective, usefulsystem for the intelligent, automated provision of goods and services inthe telephonic and electronic commerce areas has been made.

SUMMARY OF THE INVENTION

Apparatus and methods are provided for effecting remote commerce, suchas in telemarketing (either inbound or outbound) and in electroniccommerce, which are particularly adapted for the intelligent selectionand proffer of products, services or information to a user or customer.In one implementation of the invention, the system and methods obtaininput information for the system from a primary transaction, identifyone or more goods or services for possible proffer and upsell to thecustomer based at least in part upon the primary transaction datainformation provided to the system, and thereafter, offer the user orcustomer one or more items determined to be among the optimum upsells.

In one aspect of the invention, a method provides offers of an itemconstituting a good or a service in the form of an offer for purchase ofthe item to potential customers as users of the system, utilizing anelectronic communications device, such as a telephone, videophone orcomputer, comprising the steps of, first, establishing communication viathe electronic communications device between the user and the system forpurpose of a primary transaction; second, obtaining primary transactiondata with respect to the transaction, including determining the identityof the prospective customer; third, obtaining at least a second dataelement relating to the user for the upsell determination; fourth,utilizing at least in part the primary transaction data and the seconddata element and determining at least one good or service item forprospective upsell to the prospective customer; and fifth, offering theitem to the prospective customer.

In the preferred implementation of the inventions, the input informationfor the system includes primary transaction data and at least a seconddata element obtained from a database, especially a remote, third partydatabase or databases. Primary transaction data may include datarelating to or reflecting the initial or primary contact from thecustomer to the system. In operation, one or more databases may beaccessed, either in parallel or series, to collect and assemble inputinformation for the system to determine the upsell or intelligentproduct selection.

One example of primary transaction data includes transaction determiningdata, which provides an indication of the purpose of the call, forexample, whether the primary contact was for purchase of a product, fora service request or an inquiry. Such transaction determination data mayeither be used to consummate the primary transaction or not. By way ofexample, a user initiating remote contact with a source of sales orservices might initially contact the source desiring repair of adefective product, whereupon the transaction determination dataindicating a repair contact may then be used as an input to the systemidentifying responses to be proffered. In such a circumstance, while theprimary transaction data reflect a service contact, the customer may beoffered in response a sales transaction for a new product which includesthe functionalities of the product which formed the basis for theprimary transaction.

Yet another aspect of primary transaction data may include customeridentification data. Such data may be specific data in that it uniquelyidentifies the contact, such as in person specific data comprising anelectronic address, an e-mail address, customer number, billing data orcredit card number. Customer identification data may in some instancesbe less than person specific data, such as residence specific data. Forexample, a caller's telephone number, such as may be automaticallysupplied by the automatic number identification (ANI) service or otherforms of caller identification, may identify a customer to the level ofa residence. Optionally, additional data may be requested so as tospecify a subset, e.g., a unique resident, from the household. At yet aless specific level of geographic granularity, identification data mayinclude zip code data or other geographic identifier. Identificationdata may be obtained automatically from a carrier, such as through theuse of ANI for telephonic communications, or through an electronicidentifier for electronic commerce, such as transactions over theInternet. Alternatively, non-automatic entry may be utilized, such aswhere the customer or operator effects data entry.

Yet further aspects of the input information for the system may includea correlation system for matching primary transaction data or otherinput data with a corresponding or keyed designator number for obtainingyet further input information. For example, while an initial contact toa telemarketer may automatically obtain the caller's telephone number,such as from ANI, a correlation system may then provide a designator,such as a social security number, which may be utilized as an index orkey for accessing yet further data bases or sources of information. Forexample, a caller's telephone number as provided as primary transactiondata via ANI may through the correlation system result in a socialsecurity number or credit card number which may then be used todetermine the credit worthiness of the caller from a database check. Thecollection of input information for the system may be effected basedupon local resident databases, such as a telemarketer's database, orthrough use of third party databases, such as credit card or creditworthiness databases, or possibly, a combination of both local andremote databases. Any form or content for a local or remote database maybe utilized which is consistent with the goals and objects of theinvention.

Beyond credit databases and identification databases, numerous otheroptions may be utilized. A demographic database may be utilized toidentify direct or predicted attributes of the customer. Specific inputinformation regarding the customer, such as age, sex, income,profession, education level, family status, lifestyle, and/or interests,may be used as separate and discrete inputs, or may be effectivelycombined to provide a coded designator based upon demographics,socioeconomic analysis or otherwise to provide a coded designator. Athird party database provider, such as a credit card issuer (e.g., Visa,MasterCard, American Express), may not wish to provide specific, rawdata with respect to a user, such as where they would specificallyidentify a customer's income as may be known to the credit card issuerthrough the credit application. In such circumstances, processed datamay be provided such as through the use of the coded designator,previously mentioned. In this way, the third party database may provideresponsive, effective information for the upsell determination, but yetpreserve in confidence the specific details known to it regarding theuser which is a customer of both the upsell service and the credit cardcompany. Yet another type of third party database may includesubscription information, such as telephone services subscriptioninformation as maintained by telephone companies or other carriers. Suchinformation may include the types of service, such as call waiting,three-way conferencing or the like.

Yet another possible input to the system includes inventory data. Suchdata serves to minimize or preclude the offering of goods or services toa potential customer which are not then available, or which will not beavailable in a timely manner. Such inventory information may be used ina positive manner, such as an input for possible offers of an upsell, orin a negative manner, such as where a potential upsell has beendetermined but is then deleted from the possible proffers based upon itsundesirable inventory status.

Yet another possible variable for use in the upsell or other selectingof a good or service for offer to the prospective customer is geographicinformation. Specifically, the geographic location of the potentialcustomer may be utilized as a factor in the determination. By way ofexample, a customer utilizing a wireless device, such as a cellularphone, Palm Pilot VII, or other wireless communication or web accessdevice, may provide geographic position information regarding the userof the system. That information may be obtained via global positioningsatellite (GPS) information, or may be taken from a knowledge of thebase station position or access device position. In the wired domain,the geographic position information may be obtained at various levels ofgranularity, such as through the use of area code information, or morespecifically, exchange information, or yet even more particularly,through the use of various databases which map telephone numbers tospecific geographies, such as a caller's street address. The geographicposition of the user may be determined via an access point to a system,such as where a customer utilizes an automated teller machine (ATM), anelectronic signature device, or a vending machine for purchase oftransportation tickets or other items on a network. The geographicposition of the user is known based upon their interaction with thenetwork.

The geographic information may be utilized in combination with otherinformation in determining an offer or upsell. By way of example, thesystem or access device may know the position of a potential user of agood or service based upon position information from a GPS system, andmay utilize that information in offering a good or service, such as adiscount coupon, at a geographically local store. Such an offer may bemade as the result of a caller contacting the system, or may be providedin an outbound or push based context where the system contacts thepotential user of the offer, such as by calling their cellular phone orother wireless device. The geographic position information mayadditionally be combined with data or information regarding thegeography of the person. For example, if the positional informationindicates that the person is in a casino at midnight, it may be a validassumption to assume that the person is not risk averse. In yet anotherparticular application involving a wireless communication device, adisplay, such as a billboard, may provide a telephone number or code(e.g., *72). By dialing the number, the system may generate a tailoredresponse regarding the good, service or information upon any number offactors, such as knowing the identity of the caller via the mobileidentification number (MIN), plus any associated information known aboutthe caller. The use of a code on the billboard may be combined with theknowledge of the base station receiving the call, to uniquely designatethe billboard and the requested information.

Another application of the upsell system is in conjunction withon-screen programming guides. Such on-screen programming guides presenta viewer of a television or other display with information regardingprogramming, entertainment or other information categorized in apredefined manner, such as by channel and time. In such a system, theselection (either made or considered) by the user may be provided asinput to the decision system. For example, if a viewer selects aPay-Per-View sports event, that selection may be used as an input to thesystem as described generally in this application which then results inthe selection and offer of another good, service or set of informationfor the potential customer. Continuing with the example of an order fora Pay-Per-View sporting event, the system may determine, through thevarious methods described herein, to offer the viewer a series ofentertainment events, such as a seasonal football schedule. The inputdevice for such an onscreen programming guide application in the upsellcontext could be a remote control operated by the viewer.

Yet another class of database information may include third partydatabases relating to items believed to be possessed by or desired bythe customer. For example, a possession database may indicate that thesystem user possesses a certain formalware pattern, or has a certainnumber of place settings of a pattern. The status information regardingthe possession and/or completeness of a set may be utilized as an inputto the system to identify an upsell to the customer. In yet anotheraspect, a registry database which reflects desired goods or services maybe consulted as yet further input information for the system foridentifying the proffer.

The system for identifying the potential proffer utilizes the inputinformation so as to generate one or more outputs comprising potentialproffers to the user. Various selection methodologies are available,including historical selection criteria keying the proffer to what haseffectively resulted in sales or successful transactions in the past, orproffers based upon demographic profile or other inputs as a designatorfor a potential upsell. In yet other selection methodologies, themesales may be utilized such as where further goods are required tocomplete a set, such as a formal ware set.

In yet other aspects, the invention may include actions taken upon thehistorical factors relating to a specific customer or customer type. Forexample, the system may adapt to reduce the number or frequency ofupsells if it is determined that the customer is unlikely to purchase,or a pattern or time basis to the customer's purchasing is detected orexpected. Yet another historical factor may include a quality factor,such as where it has been determined or assumed that the customer isinterested in a certain level of quality, and accordingly, the selectionof the proffer is based in part upon the quality. In yet another aspectbased upon historical factors for a specific customer, knowledge of auser's possession, such as based upon a prior purchase, may be utilizedin the proffer. For example, where a computer sales entity possesses theknowledge that the customer owns a particular model of computer, thatinformation may be utilized in the selection of a proffer, such as inthe offer of increased computer memory, a new version of a softwareapplication or the like. Yet another historical factor may includeobsolescence of possessed materials, such as through the passage of timewhereby the possessed item becomes worn, outdated, or outgrown.

Yet other factors affecting the upsell may be based beyond thoseparticular to the user. For example, proximity to key calendar eventsfor others, birthdays, anniversaries or other typical gift giving days,may be utilized as a factor in the selection of the upsell. Further, thetime of the contact may be utilized, such as where a user contacts thesystem during the nighttime, wherein an upsell more likely to sell to a‘night owl’ will be offered as opposed to what is believed toeffectively sell to a ‘morning person’. Offers may vary based upon dayof the week, or day of the month, such as correlation or actual orexpected paydays.

In one aspect of the invention, multiple actions may be taken in onetransaction. For example, while a credit verification is being effectedfor a primary transaction, a second credit check may be performed todetermine available credit, which is in turn used as an input to theupsell determination system. In yet another aspect, multiple upsells maybe selected, whereby multiple potential purchases are offered to theuser either simultaneously or serially, and if serially, the reaction toan earlier offer may be utilized in the decision for subsequent offers.

After the upsells have been identified, they are offered to the user. Inthe telemarketing application, a script directed towards the sale of theselected product is provided to the telemarketing representative. In anelectronic commerce environment, a display or other communication of theoffer is made, such as through textual data, video, and/or audiocommunication. Additionally, information may be provided by additionalor other modes of communication, such as e-mail, facsimile, independentphone contact, cable contact, etc. The proffer is typically accompaniedby a solicitation to consummate the transaction. The results of theproffer response thereto may be utilized in the modification or updatingof the system for identifying later upsells.

In one aspect of this invention, a method is provided for presentationof information to users of an electronic system comprising the steps of,first, establishing communication between a user of the system and theelectronic system, second, determining characteristics of the user basedat least in part upon the communication between the user of the systemand the electronic system, third, determining the mode of presentationfor the user based at least in part on the determined characteristics ofthe user, and fourth, presenting the information to the user in thedetermined mode.

In yet further aspects of the consummation of either or both of theprimary transaction or the derivative, upsell transaction, an orderfulfillment system may be utilized. Upon receipt of indication that thetransaction is to be consummated, the system may so designate theproduct, and may automatically provide for shipping and billing of theuser. Optionally, tracking of the item may be included.

In operation, a user establishes communication with a telemarketer(either with the user establishing communication in an inboundenvironment or with the telemarketer establishing communication in anoutbound environment) or through other electronic contact, such asthrough a website contact or hit, upon which identity informationregarding the user is either automatically obtained such as through theuse of ANI or manually obtained, such as through entry of identificationinformation by the user. The identity information may be specific to theuser, or may be more generalized such as information relating to thetype of primary transaction or interaction. A second data element isthen obtained, preferably from a second, and most preferably remote,database which is then used in conjunction with the primary transactionor primary interaction data so as to select a subset of potential ofoffers of goods, services or information to the user. Upon selection,the goods, services or information are provided to the user, and if theinteraction is for the purpose of sale, the transaction is preferablyconsummated. In the preferred embodiment, inventory checks for theproposed offer, as well as a credit authorization for the proposedoffer, are made during the course of the communication, and mostpreferably, prior to the offer of the secondary item. In yet anotheraspect, the inventions relate to the intelligent selection and profferof goods, services or information based upon an initial contactgenerating at least partial identification data, utilizing a remote,external database to develop yet further identification or informationrespecting the user, utilizing the collected information in theselection of the good, service or information to be provided to theuser, and providing the same to the user. In one application, a user isidentified during the course of a primary transaction, andidentification information is utilized in an access of a credit carddatabase, whereby raw, processed or coded designator information isobtained from the credit card provider, wherein the information isutilized in the selection of the further good, service or information tobe provided to the user. In yet another aspect of this invention, themode of presentation of the information to the user is based at least inpart upon the identification information respecting the user. The modeof presentation may be varied based on demographic information, such asage, sex, income, occupation, education level, family status, lifestyleor interests.

In yet another aspect of this system, an electronic system permits theuser of a web or other electronic commerce system to interact with alive operator. In this way, what has heretofore been merelycommunication between a user and a non-human system may divert thetransaction to an operator/transaction assistant.

It is an object of this invention to provide an effective, automatedcommercial transaction system.

It is yet a further object of this invention to provide an intelligent,automated system for electronic commerce to provide suggested purchasesof goods or services.

It is yet a further object of this invention to provide methods andapparatus to increase the probability and profitability of commercialtransactions.

It is yet a further object of this invention to provide systems andmethods to optimize or enhance customer or user satisfaction.

It is yet a further object of this invention to provide essentiallyreal-time (during the course of a telephone call or contact) selectionand offer of goods and/or services.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a simplified flowchart demonstrating aspects of the upsellsystem.

FIG. 2 is a block diagram of a system for implementing the methods ofthis upsell system.

FIG. 3 is a flowchart for an Internet-based order transaction inaccordance with the invention.

FIG. 4 is a block diagram of a system adapted for telemarketingapplications.

FIG. 5 is a block diagram of a system adapted for Internet or otherelectronic commerce use.

FIG. 6 is a block diagram of the functional aspects of the system.

FIG. 7 is a detailed flowchart for one implementation of the methods ofthese inventions.

FIG. 8 shows a representative screen display for a telemarketingoperator.

FIG. 9 shows a exemplary display for a Internet-based display.

FIG. 10 shows a flowchart for a customer service application.

FIG. 11 shows a depiction of a potential customer interacting via awireless device.

FIG. 12 shows a plan view of a possible on-screen programming guide inconjunction with an upsell determination.

FIG. 13 is a flowchart illustrating processing performed by anotherembodiment of the invention.

FIG. 14 is a flowchart illustrating additional, optimal processing thatthe invention can perform.

FIG. 15 is a block diagram illustrating the sources of various inputs tothe upsell system components 70.

FIG. 16 is a block diagram illustrating several examples of inputs tothe upsell system.

FIG. 17 is a flowchart of processing performed according to anillustrative embodiment of the invention.

FIG. 18 is a block diagram illustrating various types of applicantinteraction to which the invention may be applicable.

FIG. 19 is a block diagram illustrating the offering of upselltransactions during the proposing process illustrated in FIG. 17.

FIG. 20 is a block diagram illustrating the components of a dynamicupsell as illustrated in FIG. 19.

FIG. 21 is a block diagram illustrating the use of a unique identifierin practicing an illustrative embodiment of the invention.

FIG. 22 is a block diagram illustrating various types of accountapplications for which the invention may be applicable.

FIG. 23 is a block diagram illustrating a flow of data among variousentities that may interact according to various embodiments of theinvention.

FIG. 24 is a flowchart illustrating additional processing performed byan account acquisition entity according to an illustrative embodiment ofthe invention.

FIG. 25 is a flowchart illustrating the disposition process shown inFIG. 24.

FIG. 26 is a flowchart of processing performed by an account-approvalentity according to an illustrative embodiment of the invention.

FIG. 27 is a flowchart illustrating in more detail the process flowshown in FIG. 26.

FIG. 28 is a diagram illustrating the business relationships amongvarious entities that may interact according to various aspects of theinvention.

DETAILED DESCRIPTION OF THE INVENTION

FIG. 1 shows a hybrid block diagram and flowchart of one implementationof the system and methods of these inventions. The simplified depictionof FIG. 1 reflects aspects of a telemarketing implementation, though itwill be understood that various structures and functionalities may beextended to other implementations, such as electronic commerce and thelike.

By way of terminology, when the terms “user”, “system user”, “customer”,“potential customer”, “contact” or equivalent terminology is used, thoseterms are meant to refer to a person or entity to whom the efforts ofthe offering are at least in part directed. Variations in meaning as tothis terminology may be taken from context, as necessary. The terms“good(s)” and “service(s)” while distinct, are intended within the scopeof the patent to be used interchangeably, where appropriate given thecontext. When appropriate from context, a good or service may include acoupon, ticket, card or other promotional material, including printedmaterial, having a value designator. Further, a “service” may includeinformation or entertainment. The term “upsell” means an offer orprovision of a good or service which is selected for offer to thecustomer and differs from the good or service for which the primarycontact was made. The term “upsell” is not limited to the context inwhich a primary transaction is intended to be a sales transaction, butadditionally includes the offer of a good or service offered inaccordance with the selection criteria of the invention even if theprimary transaction is not principally sales motivated, such as where aninitial contact is for service or repair purposes. The use of “he” isgender neutral, and may be read as “he”, “she” or “it”. When the term“and” or “or” is used, they may be read in the conjunctive or thedisjunctive, where appropriate from context.

Various aspects of the invention provide systems and methods forintelligently processing at least one primary transaction involving atleast one user accessing a system using a communications device. Theterm “system” refers to any computer-based processing system thatautomates any type of interaction with the user. The term“communications device” refers to any hardware (for example deviceshaving embedded processors or other “smart” hardware) useful forenabling the user to access any local, regional, national, or globalcommunications networks such as local-area or wide-area computernetworks (LANs or WANs, respectively). Example LANs can include computernetworks linking various components of a merchant's computerinfrastructure, while example WANs can include networks such as theInternet or the World Wide Web. The term “communications device” alsorefer to hardware enabling the user to access other wired or wirelesscommunication networks such as the various public switched telephonenetworks (PSTNs) operating in different areas radio networks, cellulartelephone networks, cable or broadcast television networks,satellite-based communications networks, or other similar networkscurrently existing or developed in the future.

Initially, a system user contacts the system for purpose of a primarytransaction. As explained, however, the transaction need not be aconsummated transaction. If the system user is a potential customercontacting a telemarketing system, at action (statement) block 10 atelemarketing operator may interact with the potential customer and takethe order entry data for the primary transaction. Either upon completionof the primary transaction, such as through consummation of a sale or byprogram flow to further action prior to consummation of a sale, action(decision) block 12 is arrived at wherein data, such as order data orother primary transaction data is compared to one or more databases foranalysis. The primary transaction may be a contact for a sale or othercommercial transaction, a service or repair transaction or interaction,or may be for the purpose of an inquiry.

As depicted, a first database 14 coacts with action block 12. Typically,the database 14 is a locally resident database, such as thetelemarketers own database. It should be understood that a locallyresident database refers to any database configured for any access bythe telemarketer, not necessarily one that is located at thetelemarketer's site. Database 14, if a resident database, may handlematters requiring relatively quicker response, such as correlatingautomatic number identification (ANI) information received over thetelephone or communication network with other identification or priortransaction information on the caller.

One or more other databases (database A-database N), such as database A16 and database B 18 may be coupled to action block 12. As depicted,database A 16 is coupled via coupling path 24 to database B 18.Additionally, coupling path 26 interconnects action block 12 anddatabase A 16. Similarly, action block 12 is coupled to database B 18via coupling path 28. Any of the databases 14, 16, 18 may beinterconnected as desired consistent with the intended functionalitiesof the systems described herein. Thus, though not expressly shown, theresident database 14 may couple to database B 18, either directly or viaa path such as through action block 12 to coupling path 28, or viaaction block 12, coupling path 26, database A 16 and coupling path 24.These databases may be accessed simultaneously, or in any combination ofparallel, serial, sequential or time access. Preferably, the accessingof multiple databases is performed in a manner to minimize any delay ineffecting a real-time proffer to the user.

Secured communications are preferably utilized within some or all of thesystem. For example, encrypted messages or data may be utilized, such aswhen transmitting raw or analyzed data from, to or between databases.Further, privacy concerns are addressed by precluding or inhibiting thesharing of information between users, or between various database ownersor content providers. Further, security qualification or entitlementrestrictions may be utilized such as to the entire system, or parts ofthe system, such as databases.

Sources of input information for the system, such as primary transactiondata and other input data for the upsell identifying system may comefrom any or all of action block 10, or other databases 14, 16 and 18. Itwill be understood by those skilled in the art that the number andinterconnection of the various databases 14, 16 and 18 has beensimplified for expository convenience, and is not intended to be alimitation on the scope or teaching of the invention. From action block12, after the system identifies one or more upsell items for offering tothe potential customer, offering block 30 serves to provide the selecteditems to the potential customer. In the telemarketing application, thetelemarketer would at this stage have text or other informationavailable to provide to the customer. Typically, a screen pop includinga text directed towards the sale of the upsell item would appear, atwhich point, the telemarketing sales representative would verbally makethe sales presentation to the caller.

Various descriptions of the structure and function of the embodiments isprovided in this patent. However, as is understood by those skilled inthe art, the performance of a given functionality may be distributedamong one or more components, and conversely, multiple structures may berequired to achieve a desired functionality. While the detaileddescriptions herein have been provided with respect to certainallocations of functionality and structure to various items (such aselements of a block diagram or flowchart) the underlying inventionsherein should not be limited to the allocation of those structures,functions, diagrammatic representations or labeling selected forexpository convenience herein. By way of example, while routing oftelephone calls and computer-based call handling have historically beenrelatively discrete, segregable functions, and further segregable basedupon discrete equipment, the trend is towards integration anddistribution of functionality more broadly within a system. Accordingly,the understanding of the inventions herein should be based upon thefunctionality, as implemented by selected structures, though notnecessarily upon which particular unit of structure in which thefunctionality resides.

FIG. 2 is a block diagram of a simplified embodiment of structure usableto achieve the functionality of these inventions when suitably adaptedfor such use. FIG. 3 is a more detailed schematic diagram of onepossible implementation of a structure for use in implementing thefunctionalities of the inventions here. When feasible, the samenumbering will be used in various figures to describe any correspondingelement. FIG. 2 shows a block diagram of a telemarketing system 40adapted for communication with one or more databases 50, as well as adatabase 42 which may be integral or resident within the telemarketingsystem 40. Within the telemarketing system 40 are grouped variousfunctionalities, including the telemarketing company operator 42, thedatabase 44 resident at the telemarketing system 40 with its attendantcomputer for processing and control, as well as a computer 46 foranalysis of the inputs and generation of one or more outputs forprovision to the user. One or more external databases 50 may be includedwithin the system. A first database A 52 and a second database B 54 aredepicted, though it is to be understood that the selection of twodatabases 50, and the interconnection there between, is selected forexpository convenience and is not intended to reflect any limitation onthe structure or functionality of the system, provided thefunctionalities of the invention may be achieved.

FIG. 3 shows a block diagram of one implementation of a telemarketingsystem at a greater level of detail as compared to FIG. 2. While thefollowing description is generally provided in the context of inboundtelemarketing, the inventions herein may also equally be applied tooutbound telemarketing. Users 74 (also known as customers, or potentialcustomers) access the telemarketing system 40 via any known manner oftelephone, telephonic instrument or its equivalent. As shown, telephone76 comprises a touch-tone phone having a handpiece including a speakerand receiver, as well as an array of alphanumeric buttons for actuationby the customer 74. Alternatively, video phone 78 provides for bothaudio communication as well as image or video communication. The videophone 78 includes an array of alphanumeric buttons, a video display 80,typically a handset, and some imaging system 82, comprising a camera orother image generating system. A conventional touch-tone phone 76 may beutilized in association with a separate imaging system 84, if desired.In yet other modes, the customer or user 74 may interact with any otherform of man-machine interface which is consistent with the goals andfunctionalities of these inventions. By way of example, but not oflimitation, the customer 74 may interact with a computer, whetherstandalone or networked (by local area network (LAN), wide area network(WAN) or otherwise), which includes a communication capability (modem,etc.), or may comprise access capabilities to the Internet or web orinternet television type systems. Yet further examples of devicespermitting interaction between the user and the system include automatedteller machines (ATMs), ATM-like devices found at grocery stores, gasstations, car washes, or the like, electronic signature devices used incredit card or other types of transactions, networked vending machinesoffering airline, train, bus, or other travel tickets, other types ofnetworked vending machines, or essentially any electronic device adaptedto provide communicative interaction with the user. Many of thesedevices may include textual displays, potentially video displays andoptionally audio displays. Yet other display devices permittinginteractivity include various wireless devices, such as the Palm PilotVII, and Nokia communicator. Various other devices principally forentertainment and game play include the Sony Playstation and theMicrosoft X machine. Yet another display device which may include aninput capability comprises electronic books (e-books). Various inputtechnologies may be utilized to contact the system, whether touch-toneinput, keypad or mouse input, voice response technology, includingnuanced voice recognition technology, remote controls, touch screens,etc. Yet another form of input device includes smart cards. A smart cardstores information, such as information about the possessor of the smartcard. That information may be provided from the card for use in thesystem. A smart card may include identification data, other personalinformation or preference data. Any or all of that information may beutilized in order to make a better selection of a good or service foroffer to the customer. While the particular implementations andembodiments of the user 74 interface may vary, any interface whichprovides output to the customer 74 and permits return entry consistentwith the functionalities to be achieved herein is acceptable.

Optionally, other devices such as a printer 89 may be included. Thesevarious devices then interface with a carrier 89. The interconnection 88between the end instruments 76, 78 may be of any mode or manner, such asa copper wire connection, optical fiber, cable connection, wirelessconnection, cellular connection, satellite connection, or any other modeor manner of connection. Similarly, the communication path 88, andcarrier 89 may utilize any type or mixture of carrier technologies,whether analog, digital, ISDN, or at any rate of speed consistent withthe achievement of the functionalities described herein. Preferably, thecarrier 89 includes the ability for provision of more advanced telephonyservices, including the provision of DNIS, the dialed numberidentification service, and some form of caller identification such asautomatic number identification (ANI, caller ID, etc.). Typically, theDNIS and ANI information are provided from the carrier 89 to thetelemarketer 40 over connection 90, and may be either in-band or out ofband signaling, such as D-channel signaling in current time divisionmultiplexed modes of operation.

FIG. 3 depicts the telemarketing system 40, and separately identifiesthe upsell system components 70. The upsell system components 70 may beoptionally included broadly within the telemarketing system 40, or maybe provided on a standalone basis, such as where the upsell system 70 isgeographically distinct from the telemarketing system 40, and indeedwhere the upsell system 70 may be resident at a third party location andbe utilized by one or more telemarketing systems 40.

The telemarketing system 40 interacts with the carrier 89 viacommunication path 90. Optionally, this path may include variousadditional structures and functionalities as known to those skilled inthe art. For example, automatic call distributors may be utilized at thefront end of the telemarketing system 40 so as to serve a routing,holding and/or load leveling function, either done or in combinationwith other hardware and/or software. Within the telemarketing system 40,one or more operators 42, typically wearing headsets for audiocommunication, interface with terminals 92 which provide for at leasttextual display, and optionally, graphic image or video display. Theoperator 42 interfaces with the terminal 92 through any mode ormechanism, such as a keyboard, mouse or other pointing device, or anyother man-machine interface for data entry or communication.Conventionally, the operator 42 is a live operator, though optionallythe generation of audio images or video for presentation to the customer74 may be synthesized or simulated or represent virtual reality. By wayof example, a text-to-speech unit or other form of recorded speech maybe utilized. An audio response unit 94, also termed an interactive voiceresponse unit, may be utilized to provide some or all of the customer 74interaction. Additional structures and functionalities required for theoperation of the telemarketing system 40 may include local memory 96,local database 98, control (processor unit) 100 to provide overallcoordination and control of the various components of the telemarketingsystem 40 and its interaction with the other units described.Additionally, a printer 102 may be provided for generating a hard copyrecord, such as of order transactions. Additionally, a recording unit104, whether for audio, images, or both, may be included.

The upsell system 70 typically includes a determining or type analysissystem or unit 110 which serves to receive the various inputs for thedetermining unit and to generate outputs relating to possible upsellsfor the customer 74. Optionally, a local database 112 is provided withinthe upsell system 70. Chronological information, such as provided from acalendar 114 and/or clock 116 may be utilized within the system. Thedatabases 50, whether resident or external, are shown as database A 52,in this depiction being a demographics database, database B 54 being acredit database and database C being an inventory database.

Optionally, the system may include an order fulfillment system or unit120 which is coupled to receive outputs from the telemarketing system 40and/or the upsell system 70 indicative of a consummated transactionrequiring fulfillment. Optionally, a billing unit 122 andshipping/tracking unit 124 may be utilized in conjunction with the orderfulfillment system 120. An electronic notification (such as by e-mail)that an item has been shipped may be provided.

A simplified interconnection is provided in FIG. 2 and FIG. 3. Theselection and arrangement of the interconnection, as well as itsimplementation, are matters which are known to those skilled in the artand depends upon the particular technology in which the system isimplemented. Any interconnection or mode of implementation may beutilized which is consistent with the achieving of the goals andfunctionalities of these inventions. Yet other modes of accessing thesystem may be utilized. For example, electronic or web access 130generically depicts access through communication networks, such asthrough Internet access, cable, television, direct broadcast, satellitebroadcast, e-mail, facsimile, voicemail or otherwise. The web access 130may connect via web access connection 134 to some or all of the variousportions of the system, such as the shipping/tracking unit 124 so as tocheck on shipping or delivery information, the billing unit 122, or todirectly access the upsell system 70 as a variation on the point ofentry into the overall system. When considering access in anon-telephonic, though still electronic manner, reference should also bemade to the descriptions of FIGS. 4 and 5 relating to Internet orweb-based access and systems.

The depictions in FIG. 2 and FIG. 3 will be used now for a briefdescription of one mode of interaction of the customer 74 with thetelemarketing system. A customer 74 may utilize a video phone 78 to diala toll-free telephone number in response to observing a promotion for agood or service. The carrier 89 effects telephonic connection to thetelemarketing system 40 preferably providing DNIS information which isutilized by the control unit 100 and local database 98 to provide atextual display on terminal 92 for use by the live operator 42 ininteracting with the customer 74. Additionally, the carrier 89 mayprovide caller identification data, such as ANI data, which may beutilized by the control unit 100 to retrieve information from thedatabase 98 particular to the customer 74. In addition to database 98,geographic designator programs exist which may be utilized to receiveANI data and to identify the geographic location of a customer such asby zip code, or more particularly, by zip code plus four. Based upon theretrieved information as provided to the live operator 42, a dialog isconducted relating to the primary transaction for which the customer 74made the primary or initial contact with the system. While handling theprimary transaction, the system may access one or more databases 50,such as a credit database 54 and a inventory database 56. If the user'scredit card number has been obtained, such as during the primarytransaction, or is otherwise known to the telemarketer through priorcontacts or is devined via a correlation system, the credit card numbermay be utilized to obtain raw or analyzed data regarding the caller. Theresponse from the credit card issuer or processor may be specific, suchas providing data on the user's income, sex, history of purchasetransactions or any other personal or demographic information known toit, or may provide a analyzed, coded message in response. The creditinformation, personal information, demographic information, possessioninformation or other form of input data is then used by the system togenerate the upsells or other real time provision of a secondarytransaction. The secondary transaction may relate to the offer of a goodor a service, or to a coupon, ticket, card or other promotional materialhaving a variable or designated value for the purchase, lease or otheracquisition in the future of a good or a service. In the preferredembodiment, there is a real time offer during a real time transaction.If the transaction is consummated, an indication may be provided to anorder fulfillment unit 120 and attendant units such as the billing unit122 and shipping/tracking unit 124.

Within the contemplation of the inventions, while a customer 74 isinteracting with the operator 42 with respect to the primarytransaction, the upsell system 70 is obtaining various input informationfor generation of a potential upsell item. As shown in FIG. 2, dataregarding the instant call 60 may pass from the telemarketing system 40to various databases 50, such as directly through path 62, oralternatively, from database A 52 to database B 54 via path 70. DatabaseA 52 may provide in return, analyzed or raw data 66, and similarlydatabase B 54 may provide analyzed or raw data 64 to the analysis system70 for processing in accordance with the inventions herein. Upongenerating the potential upsells, that information is provided to thetelemarketing system 40, for presentation to the operator 42 on theterminal 92. As described in more detail in connection with FIG. 8,multiple options may be presented for selection by the operator 42. If atransaction is then consummated with respect to the upsell, the orderfulfillment unit 120 and associated units may be utilized as inconnection with the primary transaction. As described further below, thedata from the proffer of the upsell may then be utilized in subsequenttransactions, such as by storing the information in memory 96, or byutilizing it in connection with the determining unit 110.

Reference has been made to the provision of analyzed or raw data 66 inconnection with databases 52, 54. The following discussion appliesgenerally with respect to the form of data provided. A database accessmay provide raw data, such as specific data relating to a given user,e.g., a particular user's income. A system may also provide analyzed orprocessed data, such as where not all of the data provided is raw data,but includes processed data, e.g., a coded designation indicative ofcertain aspects of the user. By way of example, third party databasepossessors often maintain substantial raw data specific to theircustomers. Financial institutions and transaction processors, such asbanks, brokerages, credit card issuers, credit card processors, haveextensive databases either from data provided to them such as throughapplication, forms or which is known to them due to their continuedcourse of contact. For example, a credit card company may both knowspecific raw data relating to a customer through the customer'sindication of its income on the original application, but may alsopossess data relating to purchases (such as transaction frequency,amount, type, item and location) which are obtained in the course ofprocessing the transactions of the user. The third party database ownermay be unwilling or unable, e.g., due to legal restrictions, fromproviding the raw data to other parties for their use in telemarketingor electronic commerce applications. However, process data which doesnot specifically reveal information of the user may be provided. Forexample, a coded designator may be provided from the third partydatabase to the transaction or upsell processor, typically throughagreed upon codes and formats, whereby the required information isprovided, but in a generic enough manner so as not to raise privacy orother concerns. For example, a designator code XYZ may relate to a userwith an income over $50,000, expected net worth of $75,000, is ahomeowner, and has an interest in stereo equipment. In this way, thespecific confidential information of the user may be preserved, whileproviding effective input for the processing or upsell system. One ormore coded designators may be provided. Coded designators may beprovided at a finer level of granularity, such as one designator toindicate whether or not the user is a homeowner, has an income within adefined range, etc. In this way, multiple designation may provide a morecomplete description.

FIG. 4 shows a simplified flowchart and block diagram depicting anInternet, web-based or other electronic commerce system for performanceof the inventions herein. FIG. 5 shows a detailed block diagram of oneoptional implementation of such a system. To the extent that descriptionprovided with respect to other figures described the same or similarstructure or functionality, the description is incorporated herein byreference.

As shown in FIG. 4, a user interacts with the system via contact block140 such as by having a primary transaction comprising an Internet ordertransaction being entered or effectuated by a user at a personalcomputer (PC) terminal. During the course of the primary transaction,processing step 142 serves to receive data at a address website andprocess the primary transaction. That transaction may be optionallyconsummated or not as suits the overall purpose of the transaction. Byway of example, if the upsell serves to obviate the purpose for theprimary transaction, such as when the primary transaction is forcustomer service or repair, and the upsell is successful in providingthe customer with a new product in replacement thereof, then the primarytransaction need not be consummated in the manner contemplated by theuser at the point of initial contact 140. Continuing with the flow ofthe program, at analysis block 140, the various inputs for use by theanalysis system are collected, and subsequently analyzed. In the courseof this collection and analysis, various sites, such as the websites owndatabase, 144, remote database A 150 and/or remote database B 152 may beaccessed. The coupling 154 between the analysis system 144 and thewebsite database 146, as well as the couplings 156 to the external orother databases, 152, as well as any coupling 158 between the databases146 (coupling to other databases not shown), 150, 152, may beimplemented as known by those skilled in the art. The particularselection of interconnections between various components is left toselection of implementation, where the implementation merely needs to beconsistent with the goals, objects and functionalities of thisinvention. Upon completion of the analysis at analysis block 144, theoutput of the analysis block 144 is provided to the user through actionblock 148. The upsell data may then be displayed on the caller's PC asan additional offer, or in lieu of the primary transaction.

FIG. 5 depicts one or more users 160 (also referred to as customers orpotential customers) who interface with the system via a computer 162.Typically, the computer 162 includes a display 164, such as a CRT orflat panel display, some input device such as a keyboard 166, andoptionally a mouse 170 or other pointing device, and may optionallyinclude an imaging unit 168 to image the user 160. Additional devicessuch as a printer 172, such as to provide a permanent transaction recordor to print images regarding proffered goods or services may beincluded. Similarly, a facsimile machine 174 may be included, and may beconnected to a telephone system for effective communication. Again, anytype of human/machine interface consistent with achieving the goals andfunctionalities of the instant inventions may be utilized with thissystem. A carrier 176, such as an on-line access service, cable accessservice, network, or other wired or wireless connection may be used toaccess the desired website 180. As depicted, connection path 178 isprovided which serves as a generalized descriptor for a path, such as aInternet established routing, network routing, or other routing forconnection of the user 160 for the website 180. The term website 180 isnot intended to be a term of limitation, but rather of genericdescription, to be an intermediate or terminal node or contact point inthe effecting of the electronic provision of goods or services so as toresult in commerce or information transfer. While the website 180 may bea site on the Worldwide Web (WWW), it need not be so. The underlyingaspects of this invention more broadly encompass the functionalities andstructures to achieve them, as those particular implementations toachieve them are modified over time.

The upsell system 190 includes a control and upsell generator system192, such as implemented through a special purpose computer or a generalpurpose computer program or otherwise adapted to achieve thefunctionalities described herein. The program may be implemented in alinear programmed fashion, or may use other decisional bases, such asexpert systems, fuzzy logic, neural networks, adaptive systems, or otherdecisional systems known to the art, and which effectuate the desiredfunctionalities of the inventions. Further, a determining unit 194 maybe included to provide an indication of the purpose of the originalcontact in the primary transaction. Clock 196 and calendar 198 providedate or chronology information, and may be combined as a single unit.Memory 200 may serve to store program information, input information tothe control and upsell generator 192 or other data required foreffective operation of the system. The website 180 may include its owndatabase 202, either directly connected to the website 180 or to theupsell system 190. Various databases, including database A 204, e.g., ademographics database, database B 206, e.g., a credit database, anddatabase C 208, e.g., an inventory database, may be accessed.Optionally, an order fulfillment unit 210, and associated billing units212 and shipping/tracking unit 214 may be included as described in moredetail with the telemarketing system. The interconnects 220 between thewebsite 180 and the upsell system 190, and between the upsell system andvarious databases 202, 204, 206, 208, as well as the coupling from theupsell system 190 to the order fulfillment unit 210. Optionally, aconnection 224 to a live operator system, such as the telemarketingsystem previously described, may be utilized. In this way, while aninitial access for a primary transaction is provided to a website,through program flow (where the operator may initiate contact with theuser) or at the election of the user (where the user may initiatecontact with an operator) 160 may be placed in connection with anoperator. Such an option provides for the ability to provideindividualized interaction between the user 160 and the overall systemfor the provision of electronic commerce or information transfer.

The various steps in the typical operation of the overall system willnow be described, with contemplation that the description may apply totelemarketing-based systems as well as electronic commerce-basedsystems, the applicability of the particulars to be taken from context.The description will relate to FIG. 6 which shows various interconnectedfunctionalities, and will relate to other figures when noted. Broadly,the following discussion will relate to the primary transaction, both asto the data and completion or consummation of the primary transactionsecond, to the upsell determination or other identification of specificproffers to the user, and finally the conveyance of that information tothe user and the action or consummation taken after that provision ofinformation to the user.

As to the primary transaction data 300, in a first aspect the primarytransaction data may include a type of contact component 304. The typeof contact may designate a purpose, particularly a primary purpose, forthe original contact by the user. By way of example, a type of contactmay be a purchase contact, or alternatively, may be a service contact. Asystem such as the determining unit 194 (FIG. 5) may generate theindication of the type of contact. The type of contact may be determinedfrom the address information utilized by the user, such as wheredifferent telephone numbers are provided for sales as opposed toservices, in which case the dialed number or DNIS information directlyprovides indication of type of contact. Alternatively, the selection maybe designated by the customer, such as where a menu selection isprovided, e.g., press 1 for sales, press 2 for service. The type ofcontact may also be indeterminant, such as when the user has contacted asite without a specific purpose in mind. The type of contact may bedefined at various levels of specificity, such as an indication that thetype of contact was for purchasing generally, though without intent asto purchase of a specific item, to the presumption that the type ofcontact was specifically for purpose of a particular product.

A second aspect of the primary transaction data may include customeridentification 302. Customer identification may be specific to acustomer. Examples of specific customer identification would include auser's social security number, customer number, personal identification(PIN) number or other designator uniquely identifying the user. In theelectronic realm, the customer identification may comprise an e-mailaddress, e.g., jasmith@aol.com, and Internet provider identification, ora source designator on a network. Various forms of electronic signaturesmay be provided which serve an identification, verification andauthentication function. At a lesser level of specificity, namely, oneat which a specific user may not be identified, various forms ofidentification exists. For example, a telephone number may providegeographic indication, such as through knowledge of its area code, orprovide even more geographic specificity through the prefix. Othergeographic descriptors, such as zip code or the finest level ofgeographic granularity (zip code plus 4) may be utilized. A residentialcustomer number may not yet specify a particular customer within ahousehold or location. Other forms of address, such as fax number, maybe utilized to provide a local identification.

The user may be identified in yet other terms. For example, the user maybe identified based upon the specific items being purchased, or morebroadly, the type of item being purchased.

Further, the user may be identified by a quality factor, that is, someindication as to the perceived quality of the goods the purchaser may beinterested in, such as based upon the initial contact. If the potentialcustomer has contacted the system with respect to a high-end product,the system may classify the caller as one interested in high-end goods.Further, the timing of contact may be utilized to classify a caller. Forexample, a “night owl” who contacts the system after midnight topurchase computer products may be identified differently from a user whocontacts the system at 6:30 in the morning.

As yet another aspect of identification, multiple individual items ofidentification may be combined or otherwise utilized in combination toprovide yet further identification, confirmation or verification ofidentity.

While user identity may be obtained from the particular contact with thesystem, that identity, or further identifying data, may be enteredduring a preliminary or registration phase 306. In such a phase,additional information may be acquired. The data may be acquired inresponse to specific questions, or through an iterative or interactiveapproach.

Optionally, the forms of identification may be used in combination toprovide higher level of specificity, such as to move from a localidentification to a specific customer identification. One mode is toutilize further specific identification, such as initials, or tootherwise designate an identity. Alternatively, or in combination, oncethe suspected specific customer identification is arrived at, this maybe confirmed with the user, e.g., by confirming “Is this John Smith?”.Verification may be utilized, such as through provision of personaldata, or through provision of an electronic signature or other secureand verifiable means of identification.

The identification may be obtained either automatically or in annon-automatic fashion. Automatic collection of identification mayinclude the receipt of ANI information or electronic identification forelectronic commerce or information provision. Non-automatic methods mayinclude data entry, typically in response to prompts, such as throughuse of an interactive voice response unit.

The final aspect of the primary transaction is the completion orconsummation of the primary transaction. In one implementation, theprimary transaction may be completed, such as through consummation of asale or completion of a service call or request. In yet other aspects,the primary transaction may be concluded, though not with the provisionof the originally contemplated good or service. For example, in thecontext of a service contact, if the upsell is successful in providingthe user with a replacement product, the primary transaction need not becompleted. Optionally, at the caller's discretion, the primarytransaction could be completed, such as where a caller does purchase areplacement product, but yet still wishes to obtain service on theproduct which form the basis for the original contact, and for theupsell.

After the primary transaction phase 300, the item selection phase 310 isentered. Within the overall contemplation of the system, it may bedesirable to include a correlation unit 312 for matching one or moreinitial contact designators with yet another designator adapted for usein subsequent processing, such as database access. For example, when acaller's telephone number is obtained, and a specific identificationarrived at, the correlation unit may provide the user's social securitynumber for further access to databases in which that number provides akey or address. By way of example, third party databases may requirespecific forms of identification for accessing the databases, such as acombination of social security number and PIN number and thatinformation may be provided from the correlation unit based upon theidentification data obtained from the user. In this way, differentoutputs may be utilized for accessing third party databases, keyed tothose databases, without requiring the user to excessively inputidentification information. Once the correlation unit has obtainedunique, individual identification, it may provide the other forms ofidentification to yet further databases or other components in thesystem.

The identification of an upsell product or offer is divided into theaspects of identification and obtaining of inputs 300, the upselldetermination 310, the output for subsequent offer 350 and, ifapplicable, order handling 360. As to the inputs for the upselldetermination, they include the identification data 302, describedpreviously. Further, demographic data 316 may be utilized relating tothe user. The demographic data may be obtained from a database and beeither raw data 316′ or analyzed data 316″. Data relating specificallyto the customer 320 may include age, sex, income (either actual orestimated), profession or occupation, education level, family status,e.g., married, divorced, widowed, children, grandchildren, and specificdata relating to them, lifestyle indicators, e.g., active outdoor, etc.,address (specific address, city of residence, county of residence, stateof residence, zip code, zip code plus 4), known interests, knownsubscriptions, known affiliations (e.g., service organization, alumniassociation, fraternal organizations, charitable organizations, etc.).In addition to specific information on users, the user may be associatedwith a code or designator which indicates others of a expected orsuspected similar set of interests or reactions to an upsell. Forexample, the system may identify by code “422” those who are males inthe 35-40 year old age bracket, with incomes in excess of $40,000 peryear, with an interest in computers. That code may then be used as aninput to the upsell selection system.

Credit data 332 may be checked in the course of the primary transaction,as well as in the course of generating inputs or processing for theupsell determination. In one aspect, the credit verification may takeplace in conjunction with a credit verification for the primarytransaction. If the primary transaction is a purchase transaction, thecredit verification may be obtained for the primary transaction, andthen either obtain a specific credit authorization for an amount equalto the expected upsell, or obtain an indication of the amount ofavailable credit remaining. If the amount of available credit remainingis provided, that will provide an indication of the preferably upperbound on the cost of the upsell offer.

or some appropriate types of primary transactions, a fica score or othercomparable credit score is used to assess credit risk. A fica score mayalso be combined with other data such as loan-to-value percentage, homeequity, net income, or other factors used to determine credit risk.Ideally, the factors used by the system will be based upon historic datathat more clearly identify the level of risk. If it is available, agiven system may incorporate data obtained from prior customers or usersof the system, which will reflect the attributes expected of futurecustomers. A credit risk score may then be assessed and used as an inputin processing the upsell determination.

Yet another form of database information includes inventory data 336. Indetermining the items for upsell, the inventory database may beconsulted before, during, or after the upsell determination. The upsellmay discount the offering of a product which is unavailable at thattime. In another aspect, the system may yet still offer the product ifit will become available in a timely manner. As yet a further aspect ofinventory status, a delivery time window may be included, such that ifthe product cannot be obtained from inventory and delivered to thecustomer in a timely manner, that product is not offered as an upsell.

Third party possession 338 databases may be utilized. A manufacturer maymaintain a database which maintains what it believes to be an accuratecount of items possessed by the user, or an intended recipient of thesale or upsell. For example, a seller of china or formal dining servicesmay maintain a database of the number of place settings of a particularpattern owned by a potential recipient of yet further settings orrelated goods. In this way, an input to the upsell determination unitmay include the offer of specific items of merchandise which complete orcompliment existing possessions.

Turning now to the upsell determination 340 or the selection of theproduct or service for offer, generally, the system comprises a multipleinput, dynamic, preferably real-time system for the selection of asuggested product or service to offer to a potential customer or user.The process includes the identification or selection of a set or subsetof all possible goods or services available for offer, with the goal ofoptimizing the likelihood of upsell, as well as achieving customersatisfaction.

In one aspect, the upsell determination system may utilize, in whole orin part, a system which bases the offer of an upsell based upon priorsuccessful upsells. Thus, if a customer is categorized as being in class422 who called a telemarketer to buy product X, and was successfullyupsold product Y, if a later customer in class 422 contacts the system,the past success may be utilized as a factor in again offering theproduct Y to the caller.

Various historical factors relating to a specific customer, or to knownclasses of customers may be utilized. The selection criteria may includenegative decision criteria, such as not trying to upsell a customer onan item that the system knows he has previously purchased, or haspreviously been offered but declined to purchase. Yet another form ofnegative decision criteria consists of not offering as an upsell aproduct which is competitive to the underlying or primary transaction.The competiveness of the primary transaction and the upsell transactionmay be in the nature of different types of goods for the same purpose,such as where the primary transaction relates to a gas barbecue but theupsell transaction relates to a charcoal barbecue. Alternatively, thecompetitive nature may relate to the source of the goods or the sponsorof the call, such as where the primary transaction relates to a firstmerchandiser, but the second or upsell transaction would relate to asecond merchandiser believed to be competitive to the firstmerchandiser. By way of example, if the primary transaction consisted ofa call to LL Bean, the upsell transaction may be subject to a negativecriteria such as to not offer an upsell to Lands End. The negativecriteria constituting the competitive goods or vendors may be defined ina list stored in memory within the system.

In yet another aspect, a negative criteria may consist of adetermination that the caller simply is not a good prospect for apotential upsell. For example, if it is determined by the system thatthe probability of consummating the upsell transaction is less than acertain percent, e.g., 20%, it may not be economically beneficial tocontinue with the interaction with the user. This negative criteria hasparticular applicability where toll or transport charges are incurred bythe sponsor of the system, e.g., such as where a telemarketer pays thecharges for the “toll free” call to the telemarketer. In one form of abusiness model, the sponsor of a primary transaction may be willing topermit an upsell offer to be made, for a fee, upon the completion of theprimary transaction. The fee may be a monetary fee, a service fee, anupsell offer made during a primary transaction of another sponsor, orother consideration. For example, if LL Bean is the sponsor of theprimary transaction portion of the call to a telemarketer or a contactto a website, they may be willing to permit an upsell offer to be madeon behalf of another vendor in return for a fee. Considered in light ofthe negative decision criteria, if the cost of the fee to offer theupsell paid to the sponsor of the primary transaction exceeds theprobability weighted return to the sponsor of the upsell, the negativedecision criteria may suggest to forego the upsell offer with regard tothat user or caller. To provide a specific example, if the sponsor ofthe potential upsell must pay the sponsor of the primary transaction$3.00 for the opportunity to offer an upsell to the customer of theprimary transaction vendor, and if the return for a consummated upselltransaction is $10.00, if the probability of consummating the upsell isless than 30%, the negative decision criteria may be set such that theupsell is not made, or that an alternative upsell is offered.

In yet another implementation of a negative criteria, a list may beobtained or generated which comprises a list of potential customers towhom no offer is to be made. The negative criteria may relate to theupsell transaction, or more generally, to both the primary transactionand necessarily, the upsell transaction. Such a list might consist ofcustomers who have exhibited high historical rates of return ofmerchandise, or who have engaged in illegal or fraudulent activity inthe past.

With regard to the negative decision criteria, various actions arepossible. One option is to block the call or contact such that thecaller or user never is able to even initially access the system. Yetanother action may consist of shortening the call so as to terminate theinteraction earlier than would otherwise be expected.

In yet another aspect of an upsell transaction, it may occur that acaller or Internet user has requested to be included on a “do not call(or contact)” list. When a person contacts the system and is identifiedas being on such a list, it may be desirable to offer them the good,service or information that the vendor is otherwise precluded fromoffering. By way of example, a person may have requested to be on a donot call list regarding long distance phone service solicitations.Should that person call or contact a system for a primary transaction,and is then identified as a person on a do not call list, the vendor whois precluded from contacting the potential customer may pay a premiumfor the chance to upsell their service to the potential customer.

The system may utilize prior purchases as a factor in determining theupsell for offer. Prior purchases may indicate areas of interest,suggesting the offer of further goods within that general area ofinterest. For example, a customer who has previously purchased clothingfor use in mountain biking may be more susceptible to an offer formountain bike related goods or services. In a similar vein, theme salesmay be utilized. When it is known that the customer has previouslypurchased a portion of a set, the completion of the set may be a goal.Certain theme sales are based on periodic introduction of a new item,such as a yearly addition of a tree ornament or the like.

Other factors affecting the upsell may include inputs comprising areasof interest, such as based upon known subscriptions, prior contact ofthe user to other sites, such as other Internet sites may be utilized bythe system to determine a user's possible interests, and therefore,their susceptibility to the upsell of particular goods or services. Yetanother aspect of basing the upsell selection on prior purchases mayinclude upgrades to prior purchases. For example, where the systemdetermines that the user has previously purchased a computer of a givenmake and model, the system may offer as an upsell a good or serviceparticularly adapted to improve the performance of the system of theuser, such as provision of additional memory, or other modifiedcomponent. Similarly, if a user is known to have a given version ofsoftware, the system may elect to offer a new version of the software.Obsolescence of prior purchases may be determined. This may be from thepassage of time, updating of a product, or outgrowing of a priorpurchase.

Yet other facts affecting an upsell may include relative considerations.For example, relative proximity to key calendared dates 318 for theuser, or others associated with the user, may be incorporated. Therelationship of traditional gift giving days to the date of contact maybe utilized. Examples would include proximity to known birth dates,Christmas, Hanukkah, anniversaries, Valentines Day, etc. Further, familyor relationship status may be utilized, such as offers of products forpurchase for children, grandchildren, or others with whom there is aknown established relationship.

The frequency of the upsell may be varied based upon expectedreceptiveness to the upsell at that time. Certain users may, throughpast particular experience with that user or through assumeddesirability based upon studies of others, may determine the frequencywith which upsells should be offered, whether to offer an upsell everytime there is a contact, every other time, only in association withcertain days or date (such as pay days), etc. The frequency may also bedecreased if the user has manifested a lack of receptiveness to theoffers in the past, or to a certain type or class of offer.

Multiple upsell items 326 may be utilized. In the telemarketing context,the telemarketer may have displayed to them multiple options, either forselection by the telemarketer, or for sequential presentation to thecaller. In the electronic commerce context, multiple offers may be madesuch as on a screen, or provided sequentially to the caller.

The third main component of the upsell consists of the actual offer 350of the upsell to the user. In the event of a telemarketing upsell offer,the typical mode would include a display on the telemarketers screen ofvarious script or product information 354, which is then provided to thecaller. FIG. 8 shows a representative screen for a telemarketer display.The display 270 may include script 272 for use by the telemarketer forinteraction with the caller. Specific upsell scripts 274 may beprovided, either as a single option for the telemarketer, or to providemultiple options for selection by the telemarketer. Soft keys or icons276 provide for selective identification of entry by the telemarketer.Various text or numeric based fields 280, 282 may be provided for entryof information, such as order entry, and specifically includingidentification data 280 and address data 282. This data may be initiallyprovided automatically from the system, for possible confirmation by thetelemarketer, or may be initially input by the telemarketer. Optionally,if image information is provided during the transaction, image 278 maybe depicted on the display 270. By way of example, if a video phonesystem is utilized, the image of the caller may be displayed.Additionally, or alternatively, if image or video is provided from thetelemarketer to the customer, those images may also appear on thetelemarketer's screen 270 in region 278 to provide the telemarketer thesame (though possibly in reduced size such as a picture-in-picture)which is simultaneously being provided to the customer. An order entryicon, tab or button bar 284 may be utilized.

By way of further example, the offer may be presented to the user bymodes of communication other than those utilized for the primarytransaction. For example, if the primary transaction is conducted bytelephone, the upsell offer may be presented by a wireless device suchas a personal digital assistant (PDA), cellular/wireless telephone, orother device. As another example, if the primary transaction isconducted by an internet web connection, television/internet connection,interactive television, or similar mode, the upsell offer may bepresented by telephone. All other combinations of modes of communicationare also possible, including e-mail, facsimile, cable contact, andothers that are described herein or otherwise known in the art.

The mode or manner of the offer 352 to the customer may also be varied.The customer's prior history or a determined optimum mode or manner ofoffer based upon customer designation may be utilized. Certain customersor customer designations may be best offered the upsell in abusiness-like, straight-forward manner, e.g., “We have a special offerfor you today . . . ”. Other potential customers who have manifestedless than an eagerness to be upsold in the past may be initiallyaddressed with a message of an apologetic tone, e.g., “I know you to nottypically consider other times, but we have something that we think youwill find worth your time to consider . . . ”. Yet other presentationsmay be in a more elaborate or flowery manner, such as in the addition ofmusic, other audio, images, video. The coded designators, or other dataregarding the user, may be used in determining the mode or manner of theoffer.

If the upsell is consummated 356, the order may be confirmed. Thatconfirmation may be printed, if desired. Further, the customer may beprovided with a confirmation number. If a shipping/tracking unit 364 isutilized, the tracking information, and the mode of accessing thatsystem, may be provided to the customer. In the event the upsell offeris not consummated, the user may be offered an alternative upsell 358.The alternative upsell may be determined before the initial upsell, ormay be recomputed, wherein one of the inputs to the determination systemincludes the negative result from the first upsell offer. Optionally,the customer may be queried regarding their reaction, either positive ornegative, with respect to the initial upsell offer, so as to provide yetfurther specific inputs to the upsell determination system.

The system may be modified over time. For example, the success of priorupsells of specific items may be further incorporated in the decision asto the upsell offers 370. This modification of the rules over time maybe either done in real time, or on a periodic basis, such as in a batchmode. Further, the system may receive data from users after the receiptand use of their obtained goods or services, such as wherein thecustomer satisfaction with the goods and services is then incorporatedin the decision criteria for the upsell offer.

FIG. 7 shows a flowchart for one possible path through the system. Uponreceiving an initial contact 230, the transaction type may be determinedat step 232. Various identification determinations 234 may be collectedand then used in determining whether any limitations 236 are to beapplied, which if not, the transaction may then be conducted at step238. Optionally, a credit check 240 may be performed, either for theprimary transaction alone, or further, for a potential upsell. Theinputs having been collected 242 from prior interaction, database checks244 may contact and interact with database A 246, database B 248, . . .database N 250, possibly under control when coaction 252 is required.The inputs having been collected are then provided 254 to the system.Optional inventory checks 256 may be performed and then utilized step258 to determine if the potential upsell item is available. Once theupsell has been determined, the upsell may be offered in step 260, whichif purchased at step 262 may then be confirmed and sent to orderfulfillment step 264. Optionally, further items may be offered, step266, in which case the upsell determination may be repeated, or thepreviously determined second upsell item offered. Typically at the endof the transaction, at step 268 the system will update various databasesas appropriate and the upsell system, including the criteria fordetermining the upsell.

In the offering mode of the website, one variation may include theability to transfer from the website to a live operator. Such a transfermay be useful wherein the potential customer is interested in obtainingfurther information regarding the offered product, or has queries whichcannot easily be addressed in a web or electronic commerce context. Asdescribed in connection with the telemarketing screen, FIG. 8, thescreen for the electronic commerce applications may include a display ofthe live operator, and may also include a display on the live operatorconsole of the customer, if desired.

With regard to the billing system, in one aspect of this invention, itis possible to allocate billing 368 for use of the system. For example,if the primary transaction is financed by company A, and an upsell inthe economic interest of company B is successfully effected,piggy-backing on the primary transaction of company A, an accord orallocation may be made between company B and company A regarding paymentfor the services. Typically, company B would make a contribution tocompany A, or in some manner reduce the cost for company A to conductthe primary transaction. Consistent with the allocation of expensesbetween two or more companies, it should be expressly noted that in theupsell system of this invention, the goods or services offered may comefrom independent sources. That is, the primary transaction may relate toa good or service from company A, and the upsell relate to a good orservice from company B, where company A is unaffiliated with company B.

FIG. 9 shows a highly simplified depiction of a display such as used inone implementation of a electronic commerce application utilizing theinventions of this system. The overall display 400 may include textualinformation 402 identifying the affiliation of the provider of the goodor service. A graphical depiction 404 of the good or service may beprovided, which is either a still image or includes motion. Informationregarding features 406 may be provided as well as may be the terms 408of sale, lease or other interchange. Optionally, a display 410 providesa video feed such as from a telemarketing or other operator assistingthe user, or provides a created image regarding a assistant for thetransaction. Speakers 412 may be optionally utilized to provide audioinformation, either being one-way communication or two-waycommunication. Typically, some sort of a pointer 414 is displayed onscreen 400 to designate the area of data for entry. For example, anacceptance 422 region may be clicked, or double clicked as required, toaccept an offer. Optionally, an electronic coupon 420 or other form ofcoupon may be provided to the user in a real time manner for later use.The coupon may be for a discount on a later purchase, or may otherwisebe a form of incentive to the customer, such as the award of creditswhich may be accumulated for exchange into other goods or services.

FIG. 10 shows a high level flowchart for a customer service operation.Upon customer contact 430, the purpose of the call 432 may bedetermined. The purpose may be determined such as from knowledge of DNISas indicating a customer service number, or by response by the customerto queries, such as from a live operator or interactive voice responsesystem (e.g., press 1 for purchase, press 2 for service . . . ).Decision block 434 optionally provides a preliminary assessment of thelikelihood of interest in an upsell or alternative presentation. In theevent an offer is to be made, checks such as a credit check 436 or otherdatabase check 438 may be made. The input data is then provided to aprocessing, upsell system (as described previously) from which analternative 442 may be generated and offered. The system may optionallythen solicit consummation of the transaction 444, and may, if required,again access for credit determination 446. In the event that it isperceived at decision block 434 that no interest exists in an upsell,the system may continue with the call as originated 440. By way ofexample, assume that a user calls a service number regarding anintegrated cellular phone and paging system. The system may obtain theANI (or mobile identification number) and determine based upon the DNISthat a particular customer is calling a service number. After optionallyconfirming that the call relates to the repair of the phone/pagerassociated with the ANI or MIN, the system may determine that thisproduct is sufficiently old that an upsell should be offered for areplacement item. By accessing a database, such as the cellular systemslocal database, it may be determined that the caller has a nowsupplanted model of phone, and possesses sufficient credit worthiness topurchase a new system. At that point, the system may offer the caller apurchase option for the replacement item, thereby effecting an upsellfrom one transaction type, namely, a service contact, into a separatetype of transaction, such as a purchase transaction of a replacement orsuperior item. In this way, an upsell is effected.

FIG. 11 shows a perspective view of a wireless system which utilizesposition information in a potential upsell or intelligent informationselection application. A wireless unit may be operated by a user, shownwithin the automobile. The wireless device communicates with an antenna.The signal from the wireless unit sends identification information, suchas a mobile identification number (MIN). Additionally, positioninformation such as from a GPS receiver may be provided. Combinedcellular and GPS systems may be utilized. Yet other position detectionsystems may be utilized, such as triangulation based systems. As shown,a billboard may provide advertisement information and prompt the callerto dial a telephone number or code, e.g., *72, for further information.A response to the inquiry may utilize the identification information,such as the MIN, as described within this application and utilize thatinformation to intelligently select a good, service or other informationfor presentation to the user. By way of example, certain vehicles arecurrently equipped with systems which place an outgoing wireless call toa service, but also provide position information regarding the caller.One such system is the OnStar system which may be activated either bythe caller depressing a button which causes the preprogrammed dialing ofthe number corresponding to the service, as well as to providegeographic GPS information. Alternatively, the system is designed toautomatically call the service in the event of an accident, such aswould be indicated by the deployment of a safety system, such as theairbags deploying. Such a contact to a service identifies both thecalling vehicle (e.g., through use of the MIN) plus provides geographyinformation, and optionally, provides information regarding the statusof the call, e.g., was the call initiated by the caller or automaticallyactivated because of a safety based call. Some or all of thatinformation may be utilized in a automated system, with or without theadditional use of live operators, to select information, goods orservices for presentation to the potential customer. For example, if thecall were automatically initiated because of airbag deployment, thesystem could utilize that information, optionally with other informationkeyed to the identity of the user, such as hotel preferences to selectan offer a hotel based upon the assumption that they would reside inthat geography for the night. Rather than merely providing arecommendation untailored to the particular caller, the use of theidentification information coupled with knowledge about that caller andtheir circumstance may lead to a better selection of good, service orinformation.

Considering wireless devices more broadly, a customer utilizing awireless device, such as a cellular phone, Palm Pilot VII, or otherwireless communication or web access device, may provide geographicposition information regarding the user of the system. That informationmay be obtained via global positioning satellite (GPS) information, ormay be taken from a knowledge of the base station position. In the wireddomain, the geographic position information may be obtained at variouslevels of granularity, such as through the use of area code information,or more specifically, exchange information, or yet even moreparticularly, through the use of various databases which map telephonenumbers to specific geographies, such as a caller's street address. Thegeographic position of the user may be determined via an access point toa system, such as where a customer utilizes an automated teller machine(ATM) on a network. The geographic position of the user is known basedupon their interaction with the network. By way of example, a personaccessing an ATM network is identified by information read from themagnetic strip of the bankcard (or provided by a smart card typetechnology). The identification is of both the customer and of theirbank. The bank knows the geographic location of the ATM. From thisinformation, it may be inferred that the customer is outside of theirordinary geography, and presumptively on a trip. In certaincircumstances, it may be safe to assume that the user is on vacation,such as where the ATM is located at a resort location or entertainmentfacility. That information may be utilized by an intelligent system toprovide goods, service or information to the user, such as to providecoupons to the ATM user for a free children's meal.

The geographic information may be utilized in combination with otherinformation in determining an offer or upsell. By way of example, thesystem may know the position of a potential user of a good or servicebased upon position information from a GPS system, and may utilize thatinformation in offering a good or service, such as a discount coupon, ata geographically local store. Such an offer may be made as the result ofa caller contacting the system, or may be provided in an outbound orpush based context where the system contacts the potential user of theoffer, such as by calling their cellular phone or other wireless device.The geographic position information may additionally be combined withdata or information regarding the geography of the person. For example,if the positional information indicates that the person is in a casinoat midnight, it may be a valid assumption to assume that the person isnot risk averse.

FIG. 12 shows a on-screen programming guide on a display and a inputdevice, such as a remote control. The on-screen programming guidetypically includes a display as a function of time and channel.Ordinarily, the program guide displays programming from the current timeforward for a number of hours. Channel information is displayed eithersimultaneously or in a scrolling manner. Within the contemplation ofthis system, the on-screen programming guide may provide inputinformation into the decision system, such as by receiving an indicationof a program which is selected, or is being considered. The user inputdevice, such as the remote control, may provide position control of acursor or other marker on the on-screen display. Alternatively, directentry of data by the user on the pad of the remote control, or from amore fully functional keyboard may be utilized. Preferably, infraredcommunication between the remote control and the television or displayincluding the on-screen programming guide is utilized.

By way of example, if a viewer selects a Pay-Per-View sports event, thatselection may be used as an input to the system as described generallyin this application which then results in the selection and offer ofanother good, service or set of information for the potential customer.Continuing with the example of an order for a Pay-Per-View sportingevent, the system may determine, through the various methods describedherein, to offer the viewer a series of entertainment events, such as aseasonal football schedule. The input device for such an onscreenprogramming guide application in the upsell context could be a remotecontrol operated by the viewer.

ADDITIONAL EMBODIMENTS

According to various embodiments of the invention, the method cancomprise at least the following steps, summarized in FIG. 13, which is aflowchart illustrating an example process flow provided by theinvention. Communication is established via the communications devicebetween the user and the system to facilitate a primary transactioninvolving at least one specific item selected by the user (block 110).Primary transaction data relating to the primary transaction isobtained, with the primary transaction data including data representingan identity of the user and the item involved in the primary transaction(block 112). At least a second data element relating to the user isobtained using the data representing the identity of the user (block114). The method then analyzes the second data element and the datarepresenting the specific item to determine whether to offer upselltransactions to the user (block 116).

FIG. 14 is a flowchart illustrating additional, optimal processing thatthe invention can perform. According to additional embodiments of theinvention, the method can also include the number of upsell transactionsto offer to the user is identified using at least the data representingthe item and the second data element if upsells are to be offered to theuser, the method can include identifying at least one specific upselltransaction to offer the user, with the identification process using atleast the data representing the item and the second data element asinput (block 120). The upsell transaction can then be offered to theuser, either in an appropriate electronic format or by verbalpresentation by a human agent (block 122). The offered upselltransaction can then be accepted or declined by the user (block 124).

The method can include identifying any number of specific upselltransactions to offer the user, including zero upsell transactions. Forexample, an analysis of the second data element and the identity of theuser may reveal that no possible upsell transaction has a reasonablygood probability of being accepted, and that the most prudent course fora given user currently conducting a given primary transaction is not tooffer any upsell transaction at all. For example, the cost of proceedingwith the upsell transaction may exceed the profit or return expectedfrom offering the upsell transaction. More specifically, if theprobability of the upsell being accepted times the expected profit ofthe upsell is less than the cost of offering the upsell, (connect time,agent processing time, etc.) then the upsell may be a losing propositionand not worth offering. In other embodiments of the invention, themethod can include identifying one or more specific upsell transactionsto offer to the user. Those skilled in the art will thus recognize thatthe processing represented by blocks 120, 122, and 124 may or may not beperformed in each transaction processed by the invention.

FIG. 15 is a block diagram illustrating the sources of various inputs tothe upsell system components 70. The method can obtain the primarytransaction data by obtaining at least one identifier that uniquelyidentifies the user, for example, by obtaining a voice print or otherbiometric data associated with the user and using this voice print orbiometric data to establish the identity of the user (block 134). In thevoice print example, the user's voice print can be analyzed using knownspeech recognition software to build a model of the user's voice, withthis model serving as an index used to access a database of previouslystored voice models associated with various users. A voice printcorresponding to the given user can be located, for example, bycomparing the voice print to voice prints in the database, and accessingthe second data element based upon that comparison. Once the user'sidentity is established, the method can obtain the second data elementusing the voice print, with the second data element being, for example,data representing the user's previous purchases and behavior.

To facilitate the method of the invention, the identity of the user mustbe determined in order to obtain information related to that specificuser or to obtain modeling information derived from similarly situatedusers. Accordingly, in other embodiments of the invention, obtaining theprimary transaction data can include obtaining a unique identifierrelated to the specific communications device or hardware associatedwith the user (block 131). For example, the method might obtain a uniqueidentifier for a wireless device used by the user to conduct remotecommerce, such as a unique serial number associated with a particularcellular phone. Example devices may including at least one of thefollowing: a set-top television box, a remote control used inconjunction with such a set-top box or with the television itselfwithout a set-top box, a wireless telephone, or a personal digitalassistant coupled and enabled to communicate over a wireless network.Other examples of hardware suitable for conducting and/or transmittingupsell transactions include devices operating under the Short MessageService (SMS) standard, which enables users to exchange shortalphanumeric messages over devices such as pages, mobile phones, PDAs,or the like. These embodiments are discussed in more detail below.

In other embodiments of the method, obtaining primary transaction datacan include customer identification number from a tangible itempresented by the user when conducting the primary transaction (block132). For example, the method might obtain primary transaction data byaccessing data from a physical card presented by the user at a kiosk orcheck-out counter in a retail environment, such as a grocery store, homeimprovement warehouse, or other types of commercial environments. Commonexamples of suitable cards are customer loyalty, identification (ID), orcustomer care cards issued to selected customers by stores, which cardsmay store customer-specific data in the form of magnetic strips or barcodes, which may in turn be scanned-in at the kiosk or check-out counterusing optical or other suitable equipment. Once the customer isidentified using this data, the customer's identity may be used as atleast part of the input to the upsell determination process. Thecustomer can then be offered upsells through the kiosk or otherequipment, preferably in real time with the primary transaction.

Further embodiments of the method obtain the primary transaction data byprocessing files residing on the user's computer system and beingassociated with web browser or other software running or residing on thecomputer system (block 133). Such files are commonly referred to as“cookies” in the art, and typically store data associated with the userin text or other formats. The files can be used to obtain either theprimary transaction data or the second data element used as inputs tothe upsell determination process. Specifically, the files may containinformation directly identifying the user, or the files may containclick-stream data or other browser history data identifying those websites visited by the user. Also, the user's login/password informationmay be stored on the system, which information can in turn be processedif necessary as input to the upsell system components 70. Thisclick-stream or history data may indicate areas of interest to the user,and analysis of this data may help guide the upsell determinationprocess toward one or more optimum upsell offers.

Elaborating further on the embodiments mentioned above regarding set-toptelevision boxes (shown as part of block 131), various aspects of themethod contemplate establishing communication with the user via hardwareadapted to process television signals from a network and converting theminto a format suitable for viewing by the user. Common examples of suchhardware might include converters, decoders, de-scramblers, or otherhardware having similar functionality that may be used with broadcast,cable, or satellite-based communications systems, including for exampletelevision systems. Other embodiments of the invention include suchhardware that is separately and uniquely addressable. For example, knownaddressable converters enable cable television subscribers to viewpay-per-view events transmitted over the cable television network. Afterthe subscriber has paid the fee to view the event, the network can senda signal to the subscriber's uniquely addressable converter that enablesthe viewer to watch the event.

The instant invention can be extended to operate in the above context bycapitalizing on the ability of such uniquely-addressable hardware toidentify the subscriber/user, while also supporting the capture andtracking of viewing habits and other behavior of the subscriber/user.For example, the user may conduct the primary transaction via thesatellite, cable, or interactive television network, rather than thetelephone-based embodiments described elsewhere. In this application ofthe invention, the method could identify the user by determining theidentity of the uniquely-addressable hardware that the subscriber/useris using to conduct the transaction. For example, the network mayassociate a unique serial number or other identifier corresponding toeach uniquely-addressable hardware item distributed to receptivesubscribers. By accessing this serial number or other unique identifieras stored by the network, the method can identify the user correspondingto this identifier without requiring the user to identifyhimself/herself. Once obtained in this manner, the identity of the usercan be fed as input to the upsell determination process in the samemanner as discussed elsewhere in the instant application. The identifierassociated with the set-top box can also be used to obtain the seconddata element used as further input to the upsell determination process.The upsell transaction identified by the upsell determination processfor offer can then be presented to the user via a network, for example,a satellite television network, and the user can accept the offeredupsell transaction using the same network.

In this embodiment of the invention, the user can conduct one or moreprimary transactions via the television network, with the methodoperating to recommend appropriate upsell transactions to the user. Theterm “primary transaction” as used in the context of this applicationwill be understood to include but not be limited to the following typesof activities conducted using the television network: purchases of goodsand/or services; viewing of television shows, events, movies,“infomercials,” or other subject matter; playing of interactive games orother forms entertainment supported by the television network; orinquiries about good and/or services advertised or otherwise featuredvia the television network. In addition to the definition of “upsell”given above, the term “upsell transaction” will be understood toinclude, but not be limited to, the following activities that may berelated in some manner to the subject matter of the primary transaction:offers to purchase or otherwise obtain goods and services; suggestions,offers, and/or discounts related to viewing television shows and/ormovies; offers to apply for credit card accounts or other financialinstruments; or coupons, promotions, or other advertisements targetedbased on the user's identity, viewing habits, and past behavior.

For example, a user may inquire about or order memorabilia associatedwith the American Civil War via a television network after viewing anadvertisement or infomercial relating to that subject matter. The methodcould then operate to recommend a movie, documentary, or othertelevision show relating to history in general, or to the American CivilWar in particular. As another example, the above scenario may play outin reverse: the viewer may watch a historical documentary, and in turnthe method may identify and offer an advertisement or discount relatingto the subject matter of the documentary. As yet another example, theuser may use an interactive television service to order a movie orpay-per-view event for viewing, and the method may then identify andoffer a promotion or discount coupon for a local pizza delivery service.Those skilled in the art will recognize that these examples serve merelyto illustrate various aspects of the invention, but do not limit thescope of possible applications for the invention as described herein.

Various aspects of the invention also contemplate using internet-basedcommunication technologies such as e-mail, or messaging technologiessupported by web browsers, such as the Instant Messenger™ technologyoffered by ICQ.com, America OnLine, Inc. (www.aol.com) and others.Specifically, the method can include offering the upsell transactionusing browser-based messenger technology, and receiving an acceptancefrom the user using browser-based messenger technology. This messengertechnology can be implemented using any suitable technology, such asSMS, person-to-person networking protocols, IP networking, or the like.

As noted above, the method can include generating zero or more possibleupsell transaction for offer to the user. Along these same lines,various aspects of the method can also include selecting zero or more ofthe generated upsell transactions to offer to the user. This selectionprocess can be done by either an automated process or by a live humanoperator, either of which can in turn present the selected upselltransaction(s) to the user.

Various aspects of the method include obtaining the second data elementused as part of the input to the upsell determination process from avariety of sources, including obtaining information related to a surveytaken by the user, or a registration completed by the user (block 135).The method can analyze the survey responses or the registrationinformation as the second data element related to the user for thepurposes of determining what, if any, upsell transaction(s) to offer tothe user. The terms “survey” and “registration” as used herein refer toany information provided by the user in response to an interactivequestion-and-answer questionnaire or any other type ofinformation-gathering method utilized by a merchant or otherinformation-gathering entity. Common, but non-limiting, examples mightinclude warranty registration cards that are completed and returned bythe user after purchasing consumer goods at retail outlets, bridal orother types of gift registries established to facilitate or organizegift-giving related to certain occasions, or electronic orinternet-based versions of the above. Surveys or registrations thatgather information related to factors such as user's demographicprofile, financial/employment data, outside interests or the like, maybe particularly useful for providing the second data element used in theupsell determination process, which in turn can identify the upselltransaction(s) to be offered the user by analyzing data provided by theuser when completing the survey or registration.

Turning briefly to FIG. 16, a block diagram illustrating severalnon-limiting examples of various outputs generated by the upsell systemcomponents 70, in other embodiments of the invention, the method caninclude offering the user as an upsell transaction an opportunity toparticipate in a survey or to complete a registration of some type,possibly in exchange for an incentive to be received by the user (block141). The entity receiving the information resulting from the survey orregistration may provide the incentive to the user, either directly orthrough an intermediary.

Returning to FIG. 15, other embodiments of the invention consider thegeographic location of the user when determining which, if any upselltransaction(s) to offer the user (block 136). In these embodiments,obtaining the indexing data includes at least in part obtaining thegeographic location from which the user is conducting the primarytransaction. For example, where the user is dialing a call center on aPublic Switched Telephone Network (PSTN) or a wireless network, thenumber of the handset from which the caller is originating the call canbe made available using known ANI technology, or variations on thistechnology as appropriate to support wireless callers. The originatingtelephone number can then be run against known databases, including butnot limited to those available from Targusinfo (www.targusinfo.com) toidentify a geographic location corresponding to that originatingtelephone number. As another example, if the user is using a set-toptelevision box to conduct the primary transaction, the physical locationof the box itself can be obtained, typically via the network connectingthe box to the entity with which the user is transacting. For wirelesscallers using mobile handsets or calling from vehicle-based originatingsets (for example, the OnStar™ system offered by General Motors andother automobile manufacturers), the satellite communications networksupporting such calls can often pinpoint the caller's approximate, andpossibly exact, physical location as the call progresses.

Referring to FIG. 16, once the location of the user is established,offering the upsell transaction can include offering the user tickets,discounts, coupons, or promotions related to merchants or events basedupon or near the user's geographic location (block 142). As non-limitingexamples, the merchants or events can include theaters, concerts,sporting events, stores, restaurants, or the like.

Other embodiments of the invention may find application in the contextof Automated Teller Machines (ATMs). In these embodiments, the userestablishes communication with the system via a banking/financialnetwork, thereby enabling the user to conduct, as the primarytransaction, a financial transaction (withdrawal, deposit, balanceinquiry, etc.) at an ATM machine located at the user's geographiclocation. The method then can offer an upsell transaction based on thegeographic location of the user when accessing the ATM. In additionalembodiments, the method of identifying the upsell transaction caninclude determining that the geographic location of the user whenaccessing the ATM is different than a “home” location associated withthe user (block 137 of FIG. 15). This circumstance may suggest that theuser is on vacation or holiday, or is on a business trip, and the methodcan factor-in this circumstance when offering the upsell transaction(block 143 in FIG. 16). For example, the offered upsell transaction maybe more related to tourist or travel activities than if the user werecloser to his/her home location, and for example, may be more directedto tourist attractions, travel discounts, lodging, entertainment, localevents, or the like. The method can, but does not necessarily,facilitate operation of these embodiments of the invention by a businessrelationship with chambers-of-commerce or similar organizations in thearea local to the ATM accessed by the user.

Other embodiments of the invention include establishing communicationvia a first communications medium to conduct the primary transaction andoffering the upsell transaction via a second communication medium thatis different from the first communication medium. As a non-limitingexample, the method can enable the user to establish communication withthe system via an internet web page to conduct the primary transaction,and can offer the upsell transaction by sending data or signalsrepresenting the upsell transaction via a wireless communicationsnetwork to a handheld device associated with the user. More generally,the method can include establishing communication and conducting theprimary transaction via a first communications network, and thenoffering the upsell transaction via a second communications network.

Referring to block 144 in FIG. 16, other embodiments of the inventionmay find application in a commercial point-of-sale (POS) environment,for example, in a consumer/retail or in a business-to-business warehouseenvironment. In these embodiments, the user can establish communicationwith the upsell system by interacting with a device located at thecommercial establishment. These devices could be located at a checkoutcounter, or distributed throughout the aisles of the establishment. As anon-limiting example, this embodiment of the invention could be deployedin a retail home improvement warehouse to ensure that the user hasobtained all parts and equipment necessary to complete a given project,as well as recommending or offering other upsell transactions based onthe user's interest in the given project. In this example, obtaining thesecond data element can include obtaining a list of items that the userhas previously purchased, and the method can identify the upselltransaction by analyzing the list of previously purchased items. Morespecifically, the method can compare the list of items previouslypurchased by the user to a list of items related to item involved in theprimary transaction, and identify which items the user needs for aproject that he/she has not purchased before. The method can thenidentify which items the user needs to complete the project related tothe primary transaction and offer those items as upsell transactions.This aspect of the method may be particularly advantageous forpreventing the user from making duplicate purchases of the same item fordifferent projects, as well as ensuring that the user need only make onetrip to acquire all of the items necessary to complete a given project.

Additional embodiments of the method can include offering the upselltransaction via a paper receipt issued to the user after the usercompletes a purchase of goods and/or services. In these embodiments, themethod can identify the upsell transaction by analyzing a geographiclocation of the user before offering the upsell transaction to the user,and can offer an upsell transaction related to a merchant near the uservia the paper receipt issued to the user after the primary transactionis complete. In other embodiments, the method can identify the upselltransaction by analyzing the subject matter to which the primarytransaction pertains, and can offer the user via the paper receipt anupsell transaction to another merchant for subject matter that may berelated to the subject matter of the primary transaction. In any ofthese embodiments, the user may accept the offered upsell transaction bypresenting the paper receipt in-person at a merchant establishment.

Various embodiments of the invention also include using the method toidentify at least one application for a new financial account to beoffered to the user as an upsell transaction (block 145 of FIG. 16).Illustrative types of new financial accounts might include new creditcard accounts, new debit card accounts, credit lines, new loans of anytype, insurance policies, or the like. If the subject matter of theprimary transaction conducted with the user suggests that the user hasan interest in a specific area, further embodiments of the invention cantailor the financial account offered as the upsell transactionaccordingly. Also, if for whatever reason, the user's credit card failsto authorize as payment for the primary transaction, the method canoffer an application for the new application as an upsell. For example,if the primary transaction pertains to home improvement, homerenovation, purchase of new appliances, or the like, the method mayoffer as a new financial account a home equity credit line or a secondmortgage product that may be of interest to the user in financing theprimary transaction or other similar transactions. As another example,if the primary transaction pertains to memorabilia, souvenirs, or if theuser otherwise manifests an interest in a specific area (sports,history, politics, schools, alumni associations, or the like), then themethod may offer as an upsell transaction a financial account having atheme corresponding to, benefiting, or otherwise relating to thatspecific area. Non-limiting examples of these types of financialaccounts include credit cards bearing sports team logos, endowments ortrusts benefiting an academic institution or charity, offers tocontribute to or join historical societies or historical preservationorganizations, or the like.

Referring to block 146 in FIG. 16, other embodiments of the methodinclude associating the primary transaction with the new financialaccount, as described in co-pending patent application Ser. No.10/157,522, METHODS, SYSTEMS, AND COMPUTER READABLE MEDIA FOR CREATINGAND PROCESSING PENDING TRANSACTIONS ASSOCIATED WITH APPLICATIONS FORFINANICAL ACCOUNTS, filed on May 29, 2002 and Ser. No. 10/186,214,METHODS, SYSTEMS, AND COMPUTER READABLE MEDIA FOR CREATING ANDPROCESSING PENDING TRANSACTIONS ASSOCIATED WITH APPLICATIONS FORFINANCIAL ACCOUNTS, filed on Jun. 28, 2002. Each of these applicationsis incorporated herein by this reference. Specifically, in thoseembodiments of the method that offer as an upsell a new financialaccount, if this financial account can facilitate payment for theprimary transaction (a new credit card or other type of charge account,for example), these embodiments of the method can charge the primarytransaction to that new financial account, thereby associating theprimary transaction with the application for the new financial accountas a “pending” transaction against that new account.

The term “pending” is used in the context of this application to referto the temporary status of the primary transaction while the applicationfor the new financial account is processed for ultimate approval ordenial. If the application is approved, the “pending” transaction isprocessed fully as the first transaction logged against the new account.The pending transaction will then be reported on the account statementwhen the latter is issued in due course. If the transaction is denied,the “pending” transaction is never fully processed because there is nounderlying account against which to process it.

The “pending” transaction can be ultimately dispositioned in a number ofdifferent ways: by simply abandoning it without ever finalizing orprocessing it and notifying the user of the same; by obtaining analternative means for payment from the user during the primarytransaction, and resorting to that alternative means after theapplication is rejected; or by obtaining the alternative means forpayment from the user during a follow-up contact with the user andcharging the primary/“pending” transaction to the alternative means.

The invention also provides a program storage device 129 (see FIG. 13)readable by a computer or other machine, embodying a program ofinstructions executable by the machine to perform the various aspects ofthe method as discussed and claimed herein, and as illustrated in theFigures, for performing the various functional aspects of the method asset forth herein. Generally speaking, the program storage device 129 canbe implemented using any technology based upon materials having specificmagnetic, optical, or semiconductor properties that render them suitablefor storing computer data, whether such technology involves eithervolatile or non-volatile storage media. Specific examples of such mediacan include, but are not limited to, magnetic hard or floppy disksdrives, optical drives or CD-ROMs, and any memory technology based onsemiconductors or other materials, whether implemented as read-only orrandom access memory. In short, this embodiment of the invention mayreside either on a medium directly addressable by the computer'sprocessor (main memory, however implemented) or on a medium indirectlyaccessible to the processor (secondary storage media such as hard diskdrives, tape drives, CD-ROM drives, floppy drives, or the like).Consistent with the above teaching, program storage device 129 can beaffixed permanently or removably to a bay, socket, connector, or otherhardware provided by the cabinet, motherboard, or other component of agiven computer system.

For the purpose of conciseness, and in the interest of avoiding undueduplication of elements in the drawings, only FIG. 13 shows the programstorage device 129. However, those skilled in the art will recognizethat an application program stored on program storage device 129 couldimplement all functionality illustrated in any of the drawings ordiscussed anywhere in the description.

Those skilled in the art will also understand that a computer programmedin accordance with the above teaching using known programming languagesprovides means for realizing the various functions, methods, andprocesses as described and claimed herein and as illustrated in thedrawing figures attached hereto. This application program can implementthe various aspects of the method discussed above and shown in thedrawing figures, and can be coded using any suitable programming orscripting language. However, it is to be understood that the inventionas described herein is not dependent on any particular operating system,environment, or programming language. Example operating systems include,without limitation, LINUX, UNIX, or any of the Windows™-family ofoperating systems, and example languages include without limitation avariety of structured and object-oriented languages such as C, C++,Visual Basic, Java, Perl, or the like.

DETAILED DESCRIPTION OF ALTERNATE EMBODIMENTS

Turning to FIG. 17, the invention provides an illustrative method 100 aof performing activities related to applying for or acquiring newfinancial accounts. In an illustrative embodiment, the method 100 aincludes at least obtaining information related to at least onepreliminary transaction, during which a customer seeks to acquire goodsand/or services (block 110 a) by contacting a vendor of such goodsand/or services, or an entity working on behalf of such vendor, byplacing an order for such goods/services.

The term “preliminary” is used herein to refer to any goods or servicesthat are sought initially by the customer at the beginning of theprocessing shown in FIG. 17, as distinguished from any new accounts oradditional goods/services that may be proposed by someone other than thecustomer.

Information obtained in block 110 a may include any order informationrecognized as necessary or appropriate by those skilled in the art,including but not limited to customer contact information, shipping andbilling information and addresses, account numbers to which charges willbe settled, etc.

Proceeding to block 112 a, the method determines whether the customerhas present means for paying for the goods/services, such as a bankaccount, charge account, debit account, or the like. Alternatively, themerchant offering such goods/services may allow for cash-on-delivery(COD) terms. If the output from block 112 a is no, the method proceedsto block 114 a, which determines whether the customer meets preliminaryqualifications to be offered the opportunity to apply for a new account,with which to pay for the goods/services ordered in block 110 a. Asunderstood by those skilled in the art, any number of preliminaryscreening techniques may be applicable, such as gathering parametersfrom the order information collected in block 110 a and comparing it toselection criteria established by the financial institution issuing theproposed new account.

If the output from block 114 a is yes, the method proceeds to block 118a, where application information for the new account is obtained fromthe customer. If the output from block 114 a is no, the method proceedsto block 115 a, where the transaction with the customer is terminated.If the customer has no present means for payment, and cannot clearinitial screening to apply for a new account to pay for the order, thenthe transaction cannot go forward.

Returning to block 112 a, if the output from this block is yes, then themethod proceeds to block 116 a, where the customer may be offered theopportunity to apply for an additional account with which to pay for thepresent transaction, assuming he/she can clear initial pre-qualificationscreening, similar to that discussed in connection with block 114 a. Ifthe output of block 116 a is no, then the method proceeds to block 122 ato obtain payment information for the customer's existing account, andfrom there proceeds to block 126 a to send the competed order tofulfillment.

If the output of block 116 a is yes, then the method proceeds to block118 a to obtain account application information from the customer. Asnoted above, the method can also reach block 118 a by receiving a yesoutput from block 114 a. After block 118 a, the method can then proceedto step 120 a to propose one or more additional transactions to thecustomer as upsells, as described further in connection with FIG. 19below. Block 120 a is shown in dashed outline in FIG. 17 to indicatethat various embodiments of the method may or may not employ this step,while remaining within the scope and spirit of the invention in eithercase.

After any additional “upsell” transactions are completed, the methodproceeds to block 130 a, to associate all preliminary and additionaltransactions with the application for the new account. Proceeding toblock 140 a, the method forwards the application and all associatedpreliminary and additional transactions to an account approval entity,discussed in further detail below, with the transactions forgoods/services being associated with the application “pending” theapproval of the application. The term “pending” in the context of thisspecification refers to a temporary status assigned to the transactionthat is maintained until the associated account application is eitherapproved or rejected.

In block 124 a, the method can await response from the account approvalentity, and if the account application is approved, the method canforward the preliminary and additional transactions to fulfillment,shown in block 126 a. If the account application is rejected ordeclined, the method proceeds to block 122 a to make other paymentarrangements with the customer regarding the preliminary and additionaltransactions. The timing of these arrangements may vary according todifferent aspects of the invention. If the rejection is in real timewith the interaction with the customer, such as before the interactionwith the customer has ended, the method can include making thosearrangements during that same interaction. Otherwise, if the rejectionis received after the interaction with the customer has ended, anotherinteraction with the customer may be necessary, for example, by anoutbound contact by telephone or other global communications network.Turning briefly to FIG. 22, the application for which information isobtained can be for a variety of accounts, such as a loan account 110aa, a credit card account 110 ba, a checking account 110 ca, a debitcard account 110 da, or other types of financial accounts 110 ea.

Turning to FIG. 23, a diagram of a data flow 700 a employed by anembodiment of the invention, a merchant 735 a delivers marketingmaterials 702 a describing goods/services featured in an inbound oroutbound marketing campaign to prospective customer 705 a. Thesemarketing materials 702 a may include written or broadcastadvertisements, which may direct the customer 705 a to contact acustomer contact center 715 a if they have interest in obtaining theadvertised goods/services. Prior to initiating the marketing campaign,the merchant 735 a may provide information 712 aa regarding itsgoods/services to the customer contact center 715 a. Similarly, theaccount issuer 710 a may provide similar information 712 ba regardingits account products and/or services.

During an interaction with the customer contact center 715 a, thecustomer 705 a provides data necessary to complete the preliminarytransaction for goods/services. At a convenient point in theinteraction, the customer contact center 715 a may propose additionaltransactions or financial accounts (represented collectively as 708 a)to the customer 705 a. If necessary to complete the application, thecustomer contact center 715 a accesses a data store 720 a containingapplicant-specific data, which is discussed in further detail below,passing index data 717 a to the data store 720 a, and receivingapplicant data 718 a in return. The optional status of data store 720 aand data flows 717 a and 718 a are represented by their dashed outlinein FIG. 23.

After gathering all data necessary for the application and any datarelated to approved pending transactions, referenced collectively as 707a, the customer contact center 715 a forwards the application 707 aa toan account approval entity 725 a, and requests approval of the same. Theaccount approval entity 725 a applies its business rules to theapplication 707 aa and determines whether to approve or reject it. Ifthe customer 705 a is pre-approved (discussed in more detail below),then normal business rules may not apply, in favor of expedited,approval or other processing for such pre-approved applications.

The account approval entity 725 a then communicates this approval orrejection back to the customer contact center 715 a. If the application707 aa is approved, the customer contact center 715 a forwards thetransaction data 707 ba for the pending transaction(s) to a fulfillmententity 730 a, and also forwards similar, but not necessarily identical,transaction data 707 da to the merchant 735 a who provided the goodsand/or services to be offered as proposed transactions. The customercontact center 715 a also stores pending transaction data 707 ba in adata store 740 a, and indexes this data store 740 a by a uniqueidentifier 131 a, with each unique identifier 131 a pointing torespective records in the data store 740 a. This data store 740 a can beupdated if the underlying application 707 aa is approved, and can alsobe updated as the pending transaction 707 ba is approved and forwardedto the fulfillment entity 730 a.

Continuing with FIG. 23, according to various embodiments of theinvention, the customer contact center 715 a can obtain at least some ofthe information 718 a for the account application 707 aa automatically,with this information 718 a then being used to populate at least part ofthe application 707 aa before interaction with the customer 705 a. Theterm “automatically” is used in this context of this description to meanpopulating at least part of the application 707 aa solely by machineoperation prior to any human-to-human interaction with the customer 705a for the new account.

The data 718 a used to automatically populate the account applicationcan be acquired in a variety of ways. In the inbound context, if ancustomer 705 a telephones the customer contact center 715 a to apply forthe account, the telephone number from which the customer 705 a callsmay be made available to the contact center using known automatic numberidentification (ANI) technology. This originating telephone number canserve as the index data 717 a used to retrieve applicant data 718 a datastore 720 a. More generally, the application 707 aa can be populatedbased on data derived from any unique parameter, number, or other typeof index data 717 a associated with the customer 705 a. In the outboundcontext, where customer contact center 715 a places calls to prospectivecustomers 705 a, known technology exists to present data related to thecustomer 705 a to a telemarketing representative placing the call.Accordingly, the method of the invention contemplates using thisautomatically-provided data to populate the application automaticallyprior to interaction with the customer 705 a.

According to another aspect of the method, the application 707 aa can beautomatically populated based on applicant data 718 a derived from acode associated with a marketing campaign, as part of either an inboundor an outbound marketing campaign. In this case, the code serves as theindex data 717 a, and for clarity, the code will be referenced by thenumeral 717 a as well. More specifically, if the account issuer 710 awishes to increase its account holder base by targeting a population ofpotential customers 705 a, it might build a data store 720 a thatcontains pre-populated, applicant-specific application information 718 afor each member of that target population. This embodiment of data store720 a could also indicate that at least some of the prospectivecustomers 705 a are pre-approved, in the sense that accounts will beissued to them pending their acceptance of such new accounts. Thedatabase 720 a might contain respective entries for each target member,with each entry having a unique identifier, such as a code 717 acomprising an alphanumeric or other string. This code 717 a serves as anindex or key to enable efficient access to the data store 720 a entrycorresponding to the code. The code 717 a is sent to prospectivecustomers 705, along with marketing materials 702 a related toacquisition of new accounts. When the customer 705 a calls to apply forthe new account, he or she need only provide the code 717 a, and thecustomer contact center 715 a can obtain the data 718 a specific to thecustomer 705 a from the data store 720 a using that code. To guardagainst inaccuracies that the data store 720 a may inadvertentlycontain, it may be advisable to confirm or verify the information 718 apulled from the data store 720 a with the customer 705 a.

Turning to FIG. 18, according to various aspects of the method 100 a,the application information 707 aa can be obtained during variousinteractions with customers 705 a, including interactions during aninbound teleservices event 111 a, wherein the caller initiates thecontact, or during outbound teleservices event 112 a, wherein someoneother than the caller initiates the contact. Other types of interactioncan include interacting with an applicant using an interactive voiceresponse platform 113 a, or using a wide area global communicationsnetwork 114 a, such as the Internet or the World Wide Web. Generallyspeaking, the interaction can occur using any publicly-availablecommunication network 115 a.

Turning to FIGS. 19 and 20, the invention can utilize a “static” upsell121 a to offer transactions 708 a, wherein a transaction 708 a for thesame goods/services is offered to all customers 705 a regardless of theapplication information 707 a obtained from that customer 705 a.

The information for the application 707 aa (FIG. 20) obtained fromeither the customer 705 a or elsewhere (such as data store 720 a) can beused to select the goods and/or services to be offered when proposingthe transaction. For example, the above-referenced relatedpatent/applications describe various methods and apparatus forintelligent selection of goods/services, and may be suitable forpracticing this aspect of the invention. According to the teaching ofthis patent and the related applications, the information can be used,in real time with the obtaining of the application information 707 aa,intelligently to select the goods/services 122 ca to be offered whenproposing the transaction.

As shown in more detail in FIG. 20, the invention can also utilize a“dynamic” Upsell 122 a to offer transactions 708 a. The intelligentupsell technology referenced above can be used to present transactions708 a for goods/services that are chosen dynamically depending on theinformation 707 a obtained for the specific application being processedfor the customer 705 a. In this sense, the upsell is a “dynamic” upsell.

Turning to FIG. 21, according to various embodiments of the invention,the method 100 a includes associating one or more pending transactions708 a with the application 707 aa while the application 707 aa isprocessed and approved, referenced generally as 130 a in FIGS. 17 and21. In this sense, this description refers to these transactions as“pending transactions.” One way to accomplish this association is tostore data linking the pending transaction(s) 708 a with the application707 aa being processed. More specifically, this aspect of the methodincludes generating a unique identifier 131 a corresponding to theapplication 707 aa, entering transaction data 740 aa corresponding tothe pending transaction(s) 708 a into the data store 740 a, and indexingthe transaction data 740 aa in the data store 740 a using the uniqueidentifier 131 a. A sample record from the data store 740 a is shown asrecord 133 a, but those skilled in art will recognize that the datastore 740 a can contain any number of respective records 133 a.

Returning to FIG. 23, when approval is requested for the application 707aa, the unique identifier 131 a and the transaction-specific data 740 aa(denoted generally as 707 ba) associated with the pending transactionmay be sent to the account approval entity 725 a receiving the requestto approve the application 707 aa. The time at which the uniqueidentifier 131 a and the transaction-specific data 740 aa are sent mayvary. The unique identifier 131 a and transaction-specific data 740 aamay be sent contemporaneously with the request for approval, or can besent after the request is approved.

Depending on the circumstances of a given application of the invention,an amount parameter (not shown expressly in FIG. 23, but included in thedata flow referenced generally as 707 ba) associated with the pendingtransaction can also be sent to the account approval entity 725 areceiving the request to approve the application 707 aa. If theapplication 707 aa is approved and a new account is issued, a remainingvalue parameter associated with the new account may be decremented bythe amount parameter sent along with the application 707 aa. As aspecific example, assume that the invention is applied to process anapplication 707 aa for a new credit card account having a credit limitof $5000. If a purchase transaction of $100 is “pending” with the newapplication 707 aa, the $100 parameter may be sent to the approvalentity 725 a, so that if the application 707 aa is approved, the creditlimit is then reduced by the $100 to account for the value associatedwith the pending transaction.

According to various aspects of the invention, the approval entity 725 acan be the same as the issuing entity 710 a that ultimately issuestangible objects associated with the new account, such as the plasticcard associated with new credit or debit accounts, or the paperworkassociated with other types of loan or financial accounts. Conversely,the approval entity 725 a could be separate from the issuing entity 710a. For example, the issuing entity 710 a, such as a bank issuing acredit card, might outsource card issuing, transaction processing, andapplication approval functions to a third-party. Also, the issuingentity 710 a and the approval entity 725 a might be a fully or partiallyautomated entities operated by suitable computer hardware and software.

Referring to FIGS. 21 and 23, the process 130 a of associating theapplication 707 aa with one or more pending transactions can includegenerating a unique identifier 131 a other than an account numberassigned to the account by the issuer 710 a. For example, assuming anapplication for a new credit card account, the unique identifier 131 acould be a number other than the credit card number assigned to thecredit card account, whether by the issuer 710 a or another party. Theunique identifier 131 a may be a number generated by the customercontact center 715 a that is kept strictly internal to the center 715 aas an anti-fraud precaution. This internal number would have no value ormeaning to anyone other than the customer contact center 715 a, andcenter 715 a would not be exposed to the risk of handling the actualaccount number assigned to the new account. If necessary, this uniqueidentifier 131 a may then be sent to fulfillment entity 730 a along witha request to fulfill the “pending” transaction. Even if this uniqueidentifier 131 a is misappropriated somehow during the fulfillmentprocess, it is not an actual credit card number and has meaning only tothe customer contact center 715 a. Therefore the loss resulting from anymisappropriation of the unique identifier 131 a is minimized.

The account number as assigned to the new account by the issuer 710 a oranother party can be stored in the data store 740 a and sent to thefulfillment entity 730 a along with a request to fulfill the pending(s)transaction, if approval entity 725 a approves the underlying accountapplication 707 aa.

FIG. 24 is a flowchart of an embodiment 800 a of the method 100 a shownin FIG. 17. After requesting approval of the application 707 aa, shownby block 140 a, the customer contact center 715 a receives a status ofthe approval request for the application 707 aa, shown by block 810 a.The status can take several forms, including an approval in real timewith the request of approval, a rejection in real time with the requestof approval, or a request to refer the new application to live creditpersonnel for further processing, review, and ultimate approval orrejection of the application 707 aa. These scenarios are summarized inthe annotation shown with block 810 a.

Where the application 707 aa is approved in real time, the customercontact center 715 a may receive an identifier (such as the accountnumber) associated with the account as generated by the issuer 710 a ofthe new account, by the approval entity 725 a, or by another party. Asdiscussed above, this account number may or may not be used in thefulfillment process.

Once the status of the application 707 aa is received, the “pending”transaction is dispositioned according to the status, shown by the block820 a, which is illustrated and discussed in further detail below inconnection with FIG. 25.

Turning to FIG. 25, which illustrates processing associated with block820 a in FIG. 24, if the application 707 aa is approved (block 821 a),the proposed transaction is dispositioned by referring transaction data707 ca related to the “pending” transaction to the fulfillment entity730 a (block 822 a), and any entry in the data store 740 a correspondingto the transaction is updated as necessary to show its status in thefulfillment process. Also, in block 823 a, transaction-specific data isforwarded to an account processor, which may be issuer 710 a or athird-party processor, for posting to the applicant's statement ofaccount. As discussed above, the account number can either be forwardedto or withheld from the fulfillment entity 730 a, according to variousaspects of the invention. In the latter case, a unique identifier 131 aother than the account number may be forwarded to the fulfillment entity730 a.

If the application 707 aa is rejected by the approval entity 725 a, thepending transaction can be dispositioned by notifying the customer 705 athat the application 707 aa has been denied (block 824 a), and byseeking an alternative payment for the pending transaction from theapplicant (block 825 a). If the rejection is received in real time withthe approval request, the alternative payment may be sought while thecustomer 705 a is still in contact with the customer contact center 715a, such as during a continuing telephone conversation. Otherwise, thecustomer 705 a could receive this notification in a follow-up outboundcontact, which may include a telephone call, e-mail, or conventionalpaper mail. In this scenario, dispositioning the transaction could alsoinclude obtaining information from the customer 705 a enabling the“pending” transaction to be settled to an existing account, whether acredit card, debit card, consumer loan, checking, or other type offinancial account.

It will be understood by those skilled in the art will understand thatthe customer contact center 715 a will typically propose the transactionfor specific goods/services, rather than the customer 705 a. The methodalso typically includes obtaining the application information 707 aabefore proposing the transaction for the specific goods/services.Finally, the customer 705 a is typically located remotely from thecustomer contact center 715 a.

The method can also include confirming the pending transaction during anactivation event associated with the new account. More specifically, thecustomer 705 a or the new account holder may receive a card or otherphysical item associated with the new account, along with instructionsto activate the card by taking some action, such as dialing the customercontact center 715 a at a specified telephone number and providingcertain data. The pending transaction for the goods/services executedwhen the customer 705 a applied for the new account can then beconfirmed when the customer 705 a calls to activate the card.

According to various embodiments of the invention, the customer contactcenter 715 a can propose a transaction having a payment term enablingthe customer 705 a to defer payment for the transaction for apre-determined period of time. This pre-determined period of time couldbe any period of time sufficient to provide the customer 705 a a trialperiod during which to evaluate the goods and/or services purchased as apending transaction, or for other purposes. In this embodiment, thecustomer contact center 715 a would await the expiration of thispre-determined period of time before forwarding the transaction data tothe account issuer 710 a for inclusion in the statement of account.

FIG. 26 is a flowchart of an embodiment 1000 a employed by the approvalentity 725 a, account issuer 710 a, and/or third-party transactionprocessors working on their behalf. In the context of thisspecification, “account issuer” 710 a refers to any entity that createsand maintains financial accounts on behalf of consumers or merchants whoutilize those accounts. In the credit card context, the “account issuer”is the entity from whom the customer 705 a ultimately obtains the creditcard account. “Approval entity” 725 a refers to an entity that processesincoming account applications 707 aa against business rules to determinewhether the application 707 aa can be approved. “Transaction processor”refers to an entity that manages transactions involving financialaccounts. Those skilled in the art will understand that the abovefunctions can be provided by one or more physical, business, orcorporate entities, with these functions either merged or segregatedamong these entities according to various aspects of the invention.

In the FIG. 26 embodiment 1000 a, the invention provides a method 1000 aof processing applications 707 aa for new accounts, with the methodincluding at least the following processes. The approval entity 725 areceives (block 1010 a) and approves an application 707 aa for a newaccount (block 1020 a). As noted previously, some applications 707 a maybe filed on behalf of pre-approved applicants 705 a, resulting in atruncated approval process. Block 1030 a illustrates an evaluation ofwhether one or more pending transaction(s) 708 a are associated with theproposed new account or the application 707 aa for the same. The pendingtransaction(s) 708 a are typically proposed to the customer 705 a andassociated with the application 707 aa before the application 707 aa wassubmitted for approval.

According to various embodiments of the invention, the functionsperformed by customer care center 715 a can be merged with the functionsof approving, processing, and issuing the new account. For example, abank conducting a cardholder acquisition campaign may decide to performall of the above functions in-house.

Alternatively, the entity conducting acquisition activities could beseparate from an entity or entities performing approval, processing, andissuing of the new account. For example, the acquisition activitiescould involve processing high volumes of telephone traffic, the handlingof which may be outsourced to a teleservices firm for greaterefficiency.

Turning to FIG. 27, illustrating a more detailed aspect 1100 a of theembodiment 1000 a shown in FIG. 26, the entity performing approvalfunctions, such as the approval entity 725 a, can receive one or moreunique identifiers 131 a associated with the application 707 aa for thenew account, along with pending transaction data 707 ba. (Thisprocessing is shown generally as block 1105 a). This unique identifier131 a can be a temporary identifier as discussed above, generated by thecustomer contact center 715 a to correlate an application 707 aa withpending transaction(s) 707 ba associated therewith. Various types of newaccounts are contemplated, including credit card, debit card, loan, orother types of financial accounts, as illustrated in FIG. 22. At blocks1110 a and 1115 a, the approval entity 725 a evaluates whether toapprove the application 707 aa using business rules applicable to thegiven campaign.

If the application 707 aa is approved (block 1125 a), then a uniqueidentifier or account number will be generated and associated with thenew account. If approval entity 725 a has received an additional uniqueidentifier from customer contact center 715 a as discussed above, thenthe approval entity 725 a will correlate the new account number withthat unique identifier (block 1130 a), and notify the customer contactcenter 715 a that the application 707 aa has been approved. In thismanner, the approval entity 725 a can ultimately handle or process twounique identifiers associated with the application 707 aa: a firstidentifier received from the customer contact center 715 a that isunique among all identifiers generated by that entity, and a secondidentifier generated by the approval entity 725 a that is unique amongall identifiers generated by that entity.

The approval entity 725 a uses the unique identifier 131 a received fromthe customer contact center 715 a to match the pending transaction(s)with the approved application 707 aa, or new account issuing therefrom.In this manner, the approval entity 725 a can relate the uniqueidentifier 131 a to the account number. In various embodiments of themethod, the unique identifier 131 a can be related to a credit cardaccount number assigned by an entity issuing a credit card account, aloan account number assigned by a lender making a loan, a debit cardaccount number assigned by an entity holding debit funds on deposit, oranother entity issuing other types of financial accounts.

To process an application 707 aa for a new account according to themethod of the invention, the approval entity 725 a or other processingentity receives data corresponding to one or more pending transactionsassociated with the application 707 aa. This data can include areference number corresponding to the proposed transaction as assignedby the customer contact center 715 a, data identifying a 735 a merchantoffering the goods/services involved in the pending transaction, a dateof the pending transaction, and an amount associated with the pendingtransaction. In short, any data that would be appropriately included ona statement of account associated with the new accounts is received. Ifthe application 707 aa is approved, then this data would be used toreduce or otherwise adjust a value remaining parameter associated withthe new account (block 1135 a), and at least part of this data would berouted as necessary for reproduction on the statement of account issuedto the customer 705 a (block 1140 a).

As discussed above, approval of the application 707 aa can take severalforms. The approval can be done in real time with the request forapproval. Further, an account number can be issued in real time with theapproval or the request for approval.

Alternatively, the application 707 aa can be referring to live creditpersonnel for review and approval, with the account number being issuedthereafter.

Similarly, rejection of the application can take several forms. Therejection can be done in real time with the request approval,represented generally by block 1120 a in FIG. 27. Also, if theapplication 707 aa is referred to live credit personnel for review, itis possible that the application 707 aa will be rejected after suchreview.

If the application 707 aa is approved, and one or more pending orproposed transactions are associated with the application 707 aa or thenew account, these transactions are processed against the newly-openedaccount. The processing can included adjusting a numerical balanceremaining parameter associated with the account (block 1135 a), such asreducing a balance remaining parameter associated with a credit cardaccount, reducing an amount of funds on deposit associated with a debitcard account, or reducing a loan balance available amount associatedwith a loan account.

FIG. 28 is a diagram illustrating the business relationships among thevarious entities who may interact according to various aspects of theinvention. Specifically, one aspect of the invention provides a businessmethod 1200 a enabling a customer contact center 715 a to associatepending transactions for goods and/or services with at least oneapplication 707 aa for a new account. In an illustrative embodiment, thebusiness method 1200 a includes at least entering into an agreement witha first entity, such as a merchant 735 a, to offer transactions for thegoods and/or services to applicants 705 a for the new accounts; andentering into a second agreement with a second entity, such as accountissuer 710 a, to interact with the applicants 705 a for the new accountsand to process pending transactions for the goods and/or servicesassociated with respective applications 707 aa.

As shown further in FIG. 28, the customer 705 a interacts with customercontact center 715 a, and provides authorization to charge the newaccount to pay for goods/services purchased as a pending transactionassociated with the application for the new account. The customercontact center 715 a receives payment from the account issuer 710 a forservices rendered during the account acquisition campaign conducted bythe account issuer 710 a. The customer contact center 715 a alsoreceives payment from the merchant 735 a for including goods/servicesprovided by the merchant 735 a in pending transactions offered tocustomers 705 a. To the extent that account customer 705 a accepts thepending transactions offered when the account customer 705 a applies forthe new account, the customer 705 a receives goods/services ultimatelyfrom the merchant 735 a. The customer 705 a promises the account issuer710 a to pay his or her account balance plus interest due. The accountissuer 710 a issues a new financial account to customer 705 a, and theaccount issuer 710 a also issues a payment merchant 735 a for anygoods/services provided by the merchant 735 a that are purchased by thecustomer 705 a. Other embodiments of the business method include theprocesses described elsewhere in this application.

As those skilled in the art will understand, a program of instructionscan be loaded and stored onto program storage media or devices 30 a asshown in FIGS. 17 and 1050 a in FIG. 26 readable by a computer or othermachine, embodying a program of instructions executable by the machineto perform the various aspects of the method as discussed and claimedherein, and as illustrated in the Figures. Generally speaking, theprogram storage media 30 a and 1050 a can be implemented using anytechnology based upon materials having specific magnetic, optical,semiconductor or other properties that render them suitable for storingcomputer data, whether such technology involves either volatile ornon-volatile storage media. Specific examples of such media can include,but are not limited to, magnetic hard or floppy disks drives, opticaldrives or CD-ROMs, and any memory technology based on semiconductors orother materials, whether implemented as read-only or random accessmemory. In short, this embodiment of the invention may reside either ona medium directly addressable by the computer's processor (main memory,however implemented) or on a medium indirectly accessible to theprocessor (secondary storage media such as hard disk drives, tapedrives, CD-ROM drives, floppy drives, or the like). Consistent with theabove teaching, program storage media 30 a and 1050 a can be affixedpermanently or removably to a bay, socket, connector, or other hardwareprovided by the cabinet, motherboard, or other component of a givencomputer system.

Those skilled in the art will also understand that a computer programmedin accordance with the above teaching using known programming languagesprovides means for realizing the various functions, methods, andprocesses as described and claimed herein and as illustrated in thedrawing figure attached hereto.

Various embodiments of the invention are described above to facilitate athorough understanding of various aspects of the invention. However,these embodiments are to be understood as illustrative rather thanlimiting in nature, and those skilled in the art will recognize thatvarious modifications or extensions of these embodiments will fallwithin the scope of the invention, which is defined by the appendedclaims.

1. A method for performing an upselling transaction, the methodcomprising at least the following: receiving at least one preliminarytransaction for at least one of goods and services into a computersystem comprising at least one processor and at least one memoryconfigured to store and process information related to the at least onepreliminary transaction for at least one of goods and services;generating a proposal by the computer system, during the paymentprocessing of the at least one preliminary transaction, the proposalcomprising at least one new account to enable a consumer to pay for theat least one preliminary transaction, the proposal being generated inresponse to the computer system processing the received information;thereafter, receiving into the computer system information related to anapplication for the at least one new account; in the computer system,associating the at least one preliminary transaction with the at leastone application by issuing a unique identifier linking the at least oneapplication and the at least one preliminary transaction as a pendingtransaction; in the computer system, generating a request for approvalof the at least one application, the request including the uniqueidentifier and transaction specific data associated with the pendingtransaction; transmitting the request from the computer system to anapproval authority; in the computer system, receiving a status of anapproval of the at least one application, wherein receiving the statusincludes receiving at least one of a real time approval of the at leastone application, or a real time rejection of the at least oneapplication; and storing the unique identifier as a data record in adata store that corresponds to the application being processed andtransaction data associated with the at least one preliminarytransaction in order to link the pending status of the at least onepreliminary transaction to the application being processed and toretrieve the data record upon receiving the status of the approvalrequest; wherein at least the generation of the proposal, receiving theinformation related to the application and transmitting the request forapproval are performed during the preliminary transaction and whereinthe at least one preliminary transaction is maintained in a pendingstatus until the status of the approval of the at least one applicationis received in the computer system.
 2. The method of claim 1, whereinobtaining information related to the at least one application includespopulating the at least one application automatically.
 3. The method ofclaim 2, wherein populating the at least one application automaticallyincludes populating the application prior to any interaction with anapplicant for the at least one account.
 4. The method of claim 2,wherein populating the at least one application includes populating theapplication based on data derived from an ANI parameter associated withan applicant for the account.
 5. The method of claim 2, whereinpopulating the at least one application includes populating theapplication based upon data derived from a unique identification numberassociated with an applicant for the account.
 6. The method of claim 2,wherein populating the at least one application includes populating theapplication based on data derived from a code associated with amarketing campaign.
 7. The method of claim 1, wherein obtaininginformation related to the at least one preliminary transaction includesinteracting with an applicant during an inbound teleservices event. 8.The method of claim 1, wherein obtaining information related to the atleast one preliminary transaction includes interacting with an applicantduring an outbound teleservices event.
 9. The method of claim 1, whereinobtaining information related to the at least one preliminarytransaction includes interacting with an applicant using an interactivevoice response platform.
 10. The method of claim 1, wherein obtaininginformation related to the at least one preliminary transaction includesinteracting with an applicant over a wide area global communicationsnetwork.
 11. The method of claim 1, wherein obtaining informationrelated to the at least one application includes obtaining informationrelated to an application to acquire at least one of a loan account, acredit card account, and a debit card account.
 12. The method of claim1, further comprising proposing at lest one additional transactionbeyond the at least one preliminary transaction.
 13. The method of claim12, wherein proposing the at least one additional transaction includingusing selection information related to at least one of the preliminarytransaction and the application for the new account to select at leastone of goods and services to be offered when proposing the at least oneadditional transaction.
 14. The method of claim 12, wherein usinginformation including using selection information in real time with theobtaining of the information to select at least one of goods andservices to be offered when proposing the at least one additionaltransaction.
 15. The method of claim 12, wherein proposing the at leastone additional transaction includes offering at least one of goods andservices that are selected in real time relative to the obtaining of theselection information.
 16. The method of claim 12, wherein proposing atleast one additional transaction includes offering at least onetransaction involving goods and services that are selected based on theselection information.
 17. The method of claim 1, wherein proposing atleast one additional transaction includes offering at least onetransaction involving at least one of goods and services.
 18. The methodof claim 1, wherein associating the at least one preliminary transactionwith the at least one application includes storing data associating theat least one preliminary transaction with the application.
 19. Themethod of claim 1, wherein associating the at least one preliminarytransaction with the at least one application includes generating aunique identifier corresponding to the application, entering transactiondata corresponding to the at least one preliminary transaction into adata store, and indexing the transaction data in the data store usingthe unique identifier.
 20. The method of claim 19, wherein requestingapproval includes sending the unique identifier and data associated withthe preliminary transaction to an entity receiving a request to approvethe application.
 21. The method of claim 1, wherein requesting approvalincludes sending at least a transaction amount to an entity receivingthe request to approve the application.
 22. The method of claim 1,wherein requesting approval includes requesting approval from an entityissuing the new account.
 23. The method of claim 1, wherein requestingapproval includes requesting approval for at least one of a loanaccount, a credit card account and a debit card account.
 24. The methodof claim 18, wherein generating a unique identifier includes generatinga unique identifier other than an account number assigned to the accountby an issuer of the account; and further comprising sending at least theunique identifier to a fulfillment entity along with a request tofulfill the at least one preliminary transaction.
 25. The method ofclaim 17, wherein storing data includes storing an account numberassigned to the account by an issuer of the account; and furthercomprising sending the account number to a fulfillment entity along witha request to fulfill the at least one transaction.
 26. The method ofclaim 1, wherein receiving the status further includes receiving atleast one of a real time approval of the at least one application, areal time rejection of the at least one application, and a request torefer the at least one application to credit personnel.
 27. The methodof claim 1, wherein receiving a status includes receiving an approval inreal time with the requesting of the approval; and further comprisingreceiving an identifier associated with the account, wherein theidentifier is generated by an issuer of the at least account.
 28. Themethod of claim 25, wherein receiving a status includes receiving one ofapproval of the new account and denial of the at least one account. 29.The method of claim 1, further comprising dispositioning the preliminarytransaction in response to the status.
 30. The method of claim 29,wherein dispositioning the at least one preliminary transaction includesreferring data related to the at least one preliminary transaction to afulfillment entity, and updating a data store entry corresponding to theat least one preliminary transaction.
 31. The method of claim 30,wherein referring data includes referring an account card numbergenerated by an entity issuing the account to the fulfillment entity.32. The method of claim 30, wherein referring data includes referring aunique identifier other than an account number generated by an entityissuing the account to the fulfillment entity.
 33. The method of claim29, wherein dispositioning the at least one preliminary transactionincludes notifying the applicant that the at least one application hasbeen denied.
 34. The method of claim 29, wherein dispositioning the atleast one preliminary transaction includes seeking an alternativepayment for the transaction from the applicant.
 35. The method of claim29, wherein dispositioning the at least one preliminary transactionincludes obtaining information from the applicant enabling thetransaction to be settled to an existing account.
 36. The method ofclaim 1, wherein proposing at least one preliminary transaction isperformed by an entity other than an applicant for the at least one newaccount.
 37. The method of claim 1, wherein obtaining informationrelated to the at least one preliminary transaction is performed beforeproposing the at least one new account.
 38. The method of claim 1,further comprising confirming the at least one preliminary transactionduring an activation event associated with the at least one account. 39.The method of claim 12, wherein proposing at least one additionaltransaction includes proposing at least one transaction having at leastone payment term enabling the applicant to defer payment for the atleast one additional transaction for a pre-determined period of time.40. The method of claim 38, wherein dispositioning the at least oneadditional transaction includes awaiting expiration of thepre-determined period before forwarding numerical data related to thetransaction.
 41. A non-transitory computer readable storage mediumconfigured to store instructions that when executed cause a processor toperform an upselling transaction, and applying for an account, theprocessor being further configured to perform: obtaining informationrelated to at least one preliminary transaction for at least one ofgoods and services; proposing, during the payment processing of the atleast one preliminary transaction, at least one new account to enable aconsumer to pay for the at least one preliminary transaction; obtaininginformation related to an application for the at least one new account;associating the at least one preliminary transaction with the at leastone application by issuing a unique identifier linking the at least oneapplication and the at least one preliminary transaction as a pendingtransaction; requesting approval of the at least one application, bytransmitting a request including the unique identifier and transactionspecific data associated with the pending transaction; receiving astatus of an approval of the at least one application, wherein receivingthe status includes receiving at least one of a real time approval ofthe at least one application, or a real time rejection of the at leastone application; and storing the unique identifier as a data record in adata store that corresponds to the application being processed andtransaction data associated with the at least one preliminarytransaction in order to link the pending status of the at least onepreliminary transaction to the application being processed and toretrieve the data record upon receiving the status of the approvalrequest; wherein the steps of proposing, obtaining the informationrelated to the application and requesting approval are performed duringthe preliminary transaction and wherein the at least one preliminarytransaction is maintained in a pending status until the status of theapproval of the at least one application is received.
 42. The method ofclaim 1 further comprising: processing the at least one application forat least one account, wherein processing the at least one applicationcomprising at least the following: receiving the at least oneapplication for the at least one account; approving the at least oneapplication; and evaluating whether at least one transaction isassociated with at least one of the at least one account and the atleast one application, wherein the at least one transaction was proposedbefore the at least one application was approved.
 43. The method ofclaim 42, wherein receiving the at least one application includesreceiving the at least one application from an entity interacting withan applicant for the account.
 44. The method of claim 42, whereinreceiving the at least one application includes receiving the at leastone application from an entity different from an entity processing theat least one application.
 45. The method of claim 42, further comprisingreceiving at least a first unique identifier associated with the atleast one application.
 46. The method of claim 45, wherein receiving aunique identifier includes receiving a unique identifier related to atleast one application for at least one of a credit card account, a debitcard account, and a loan account.
 47. The method of claim 42, furthercomprising processing at least a second unique identifier associatedwith the at least one application.
 48. The method of claim 47, whereinprocessing at least a second unique identifier includes processing anaccount number assigned to the account upon opening the account.
 49. Themethod of claim 42, further comprising receiving data corresponding tothe at least one transaction associated with at least one of the accountand the application.
 50. The method of claim 49, wherein receiving dataincludes receiving at least one of a reference number corresponding tothe transaction, data identifying a merchant offering at least one of agood and a service involved in the proposed transaction, and a date ofthe transaction.
 51. The method of claim 42, further comprising matchingthe transaction with the application.
 52. The method of claim 51,wherein matching the transaction includes receiving a unique identifierassociated with the transaction, and relating the unique identifier toat least one respective account number assigned by an entity issuing theaccount.
 53. The method of claim 51, wherein matching the transactionincludes relating the unique identifier to a credit card account numberassigned by an entity issuing a credit card account.
 54. The method ofclaim 51, wherein matching the transaction includes relating the uniqueidentifier to at least one loan account number assigned by a lendermaking a loan.
 55. The method of claim 51, wherein matching thetransaction includes relating the unique identifier to at least onedebit card account number assigned by an entity holding debit funds ondeposit.
 56. The method of claim 42, further comprising processing thetransaction against the account.
 57. The method of claim 56, whereinprocessing the transaction includes adjusting a balance remainingparameter associated with the account.
 58. The method of claim 56,wherein processing the transaction includes reducing a credit limitparameter associated with a credit card account.
 59. The method of claim56, wherein processing the transaction includes reducing an amount offunds on deposit associated with a debit card account.
 60. The method ofclaim 56, wherein processing the transaction includes reducing a loanbalance available amount associated with a loan account.
 61. The methodof claim 42, wherein approving the application includes approving theapplication in real time; and further comprising issuing an accountnumber in real time.
 62. The method of claim 42, wherein approving theapplication includes referring the application to a credit officer; andfurther comprising issuing an account number.
 63. The method of claim 42further comprising: processing at least one pending transactionassociated with at least one new account, wherein processing the atleast one pending transaction comprising at least the following:receiving a unique identifier related to the new account; receiving atleast first data corresponding to the pending transaction conductedusing the new account, the pending transaction being conducted beforethe new account is approved for opening; correlating the pendingtransaction with the new account using the second unique identifier; andprocessing the pending transaction against the new account according tothe at least first data.
 64. A method for performing an upsellingtransaction, the method comprising: establishing communication between auser and a system comprising at least one computer system comprising atleast one processor and at least one memory configured to store andprocess information for a user initiated initial transaction; receivinginto the at least one computer system transaction data with respect tothe user from the initial transaction, including at least certaininformation regarding the identity of the user; automatically selectingin the at least one computer system said information for provision tothe user as a result of the user initiated initial transaction,comprising the steps of: utilizing the identity of the user to accessone or more databases to obtain at least two second data elements, eachrelating to the user, at least one second data element containing thirdparty data; utilizing at least in part the transaction data and thesecond data elements for selecting the information for provision tousers of the system; and providing the information to the user in realtime during the course of the communication; automatically generating aproposal by the at least one computer system during the paymentprocessing of the initiated initial transaction, for at least one newaccount to enable the user to pay for the initiated initial transaction;thereafter receiving into the at least one computer system informationrelated to an application for the at least one new account; in the atleast one computer system associating the at least one preliminarytransaction with the at least one application by issuing a uniqueidentifier linking the at least one application and the at least onepreliminary transaction as a pending transaction; in the at least onecomputer system generating a request for approval of the at least oneapplication and transmitting the request, the request including theunique identifier and transaction specific data associated with thepending transaction; in the at least one computer system receiving astatus of an approval of the at least one application, wherein receivingthe status includes receiving at least one of a real time approval ofthe at least one application, or a real time rejection of the at leastone application; and storing the unique identifier as a data record in adata store that corresponds to the application being processed andtransaction data associated with the at least one preliminarytransaction in order to link the pending status of the at least onepreliminary transaction to the application being processed and toretrieve the data record upon receiving the status of the approvalrequest; wherein at least the generation of the proposal, receiving theinformation related to the application and generating the request forapproval are performed during the initial transaction with the user andwherein the at least one preliminary transaction is maintained in apending status until the status of the approval of the at least oneapplication is received in the computer system.
 65. A method forperforming an upselling transaction, the method comprising: establishingcommunication via an electronic communications device operated by a userand a system comprising at least one computer system comprising at leastone processor and at least one memory configured to store and processinformation for a user initiated initial transaction; receiving into theat least one computer system transaction data with respect to the userfrom the initial transaction, including at least certain informationregarding the identity of the user; automatically selecting in the atleast one computer system said information for provision to the user asa result of the user initiated initial transaction, comprising the stepsof: utilizing the identity of the user to access one or more databasesto obtain at least two second data elements, each relating to the user,at least one second data element containing third party data; utilizingat least in part the transaction data and the second data elements tofor selecting the information for provision to users of the system;providing the information to the user from the at least one computersystem in real time during the course of the communication;automatically generating a proposal from the at least one computersystem during the payment processing of the at least one preliminarytransaction, for at least one new account to enable a consumer to payfor the at least one preliminary transaction; thereafter receiving intothe at least one computer system information related to at least onepreliminary transaction for at least one of goods and services; in theat least one computer system associating the at least one preliminarytransaction with the at least one application by issuing a uniqueidentifier linking the at least one application and the at least onepreliminary transaction as a pending transaction; in the at least onecomputer system generating and transmitting a request for approval ofthe at least one application, the request including the uniqueidentifier and transaction specific data associated with the pendingtransaction; in the at least one computer system receiving a status ofan approval of the at least one application, wherein receiving thestatus includes receiving at least one of a real time approval of the atleast one application, or a real time rejection of the at least oneapplication; and storing the unique identifier as a data record in adata store that corresponds to the application being processed andtransaction data associated with the at least one preliminarytransaction in order to link the pending status of the at least onepreliminary transaction to the application being processed and toretrieve the data record upon receiving the status of the approvalrequest; wherein at least the generation of the proposal, receiving theinformation related to the application and generating the request forapproval are performed during the initial transaction with the user andwherein the at least one preliminary transaction is maintained in apending status until the status of the approval of the at least oneapplication is received in the computer system.
 66. A method forperforming an upselling transaction, the method comprising: establishingcommunication between a user and a system comprising at least onecomputer system in a remote communication environment comprising atleast one processor and at least one memory configured to store andprocess information for a purpose of a user initiated initialtransaction; receiving into the at least one computer system transactiondata with respect to the user from the initial transaction, including atleast certain information regarding the identity of the user;automatically selecting in the at least one computer system saidinformation for provision to the user as a result of the user initiatedinitial transaction, comprising the steps of: utilizing the identity ofthe user to access one or more databases to obtain at least two seconddata elements, each relating to the user, at least one second dataelement containing third party data; utilizing at least in part thetransaction data and the second data elements to for selecting theinformation for provision to users of the system; providing theinformation from the at least one computer system to the user in realtime during the course of the communication; automatically generating aproposal from the at least one computer system during the paymentprocessing of the initiated initial transaction, for at least one newaccount to enable the user to pay for the initiated initial transaction;thereafter receiving into the at least one computer system informationrelated to an application for the at least one new account; in the atleast one computer system associating the at least one preliminarytransaction with the at least one application by issuing a uniqueidentifier linking the at least one application and the at least onepreliminary transaction as a pending transaction; in the at least onecomputer system generating and transmitting a request for approval ofthe at least one application, the request including the uniqueidentifier and transaction specific data associated with the pendingtransaction; in the at least one computer system receiving a status ofan approval of the at least one application, wherein receiving thestatus includes receiving at least one of a real time approval of the atleast one application, or a real time rejection of the at least oneapplication; and storing the unique identifier as a data record in adata store that corresponds to the application being processed andtransaction data associated with the at least one preliminarytransaction in order to link the pending status of the at least onepreliminary transaction to the application being processed and toretrieve the data record upon receiving the status of the approvalrequest; wherein at least the generation of the proposal, receiving theinformation related to the application and generating the request forapproval are performed during the initial transaction with the user andwherein the at least one preliminary transaction is maintained in apending status until the status of the approval of the at least oneapplication is received in the computer system.
 67. A method forperforming an upselling transaction, the method comprising: establishingcommunication via an electronic communications device operated by a userand a system comprising at least one computer system in a remotecommunication environment comprising at least one processor and at leastone memory configured to store and process information for a purpose ofa user initiated initial transaction; receiving into the at least onecomputer system transaction data with respect to the user from theinitial transaction, including at least certain information regardingthe identity of the user; automatically selecting in the at least onecomputer system said information for provision to the user as a resultof the user initiated initial transaction, comprising the steps of:utilizing the identity of the user to access one or more databases toobtain at least two second data elements, each relating to the user, atleast one second data element containing third party data; and utilizingat least in part the transaction data and the second data elements tofor selecting the information for provision to users of the system;providing the information from the at least one computer system to theuser in real time during the course of the communication; automaticallygenerating a proposal from the at least one computer system during thepayment processing of the initiated initial transaction, for at leastone new account to enable the user to pay for the initiated initialtransaction; thereafter receiving into the at least one computer systeminformation related to an application for the at least one new account;in the at least one computer system associating the at least onepreliminary transaction with the at least one application by issuing aunique identifier linking the at least one application and the at leastone preliminary transaction as a pending transaction; in the at leastone computer system generating and transmitting a request for approvalof the at least one application, the request including the uniqueidentifier and transaction specific data associated with the pendingtransaction; in the at least one computer system receiving a status ofan approval of the at least one application, wherein receiving thestatus includes receiving at least one of a real time approval of the atleast one application, or a real time rejection of the at least oneapplication; and storing the unique identifier as a data record in adata store that corresponds to the application being processed andtransaction data associated with the at least one preliminarytransaction in order to link the pending status of the at least onepreliminary transaction to the application being processed and toretrieve the data record upon receiving the status of the approvalrequest; wherein at least the generation of the proposal, receiving theinformation related to the application and generating the request forapproval are performed during the initial transaction with the user andwherein the at least one preliminary transaction is maintained in apending status until the status of the approval of the at least oneapplication is received in the computer system.